Associate - Business Analyst-Business Process & Service Excellence -Quality Excellence

Monitor transactions as per process guidelines.

Provide event-based and frequency-based feedback.

 Assist the operations and process training teams in identifying training needs for the agents and process level issues that can help improve performance.

Participate in team huddles and provide a brief on quality performance in the process.

Lead calibration exercises with participation from the operations and process training team to ensure process workflows are followed consistently

Brief new staff joining the process and explain how the quality function operates in the process.

Coordinate all process improvement initiatives 

In this role, you’ll make an impact in the following ways:

• Provide in-depth analysis of insights on CSAT (Promoters, Detractors), quality resolution performance to guide improvement efforts.
• Strong quality operations and process improvement analysis.
• Carry out first-line of quality checks, regulatory compliance which consist of random sampling and thematic reviews. 
• Devise, expand, and implement initiatives to improve quality driving continuous improvement. 
• Design and integrate quality forms to analyze quantitative and qualitative data from evaluations that will provide valuable insights to training and operations.
• Handle all necessary reporting, coordination focusing on risk mitigation efforts to protect the organization.
• Advocate and supplement in driving effective coaching strategies to help translate insights into effective SMART action plans
• Strong communication skills, both verbal and written, with the ability to convey complex information clearly and professionally.
• Excellent problem-solving skills and attention to detail, with the ability to analyze data and identify solutions to client inquiries and issues.
• Develop and execute sound action plans that will result to outstanding results in key performance measures. 
• Collaborate with internal teams, including financial advisors, portfolio managers, and estate planning specialists, to address client needs, resolve issues, and coordinate service delivery.
• Stay informed about market trends, regulatory changes, and industry developments relevant to investment banking operations.
• Participate in training sessions and professional development activities to enhance knowledge and skills relevant to wealth management, financial planning, and client service.

To be successful in this role, we’re seeking the following:

• At least 3 years experience of relevant Quality / Compliance with specialization in banking operations 
• At least 3 years of inbound client service experience from global banking operations required 
• Advanced level in developing and executing QA efforts to support Training and Operations  
• Advanced interpersonal skills, coaching 1:1 or as a group through refreshers or bootcamp to drive effective coaching strategies, and drive organizational results 
• At least 2 years of college degree BS / BA (72 units)
• Willing to work 100% onsite at Pasay, Alabang, and/or Cebu
• Willing to work night shift (North America Hours) and shifting schedule as needed by the business

Desired Additional Qualifications:

• Brokerage operations experience, Accounting / Finance / Economics / Investment Banking / Capital Markets, or relevant experience 
• Active FINRA Series 6 / Series 7 / Series 99 as an added advantage for the role 
• Experience in Microsoft Office including MS Excel, MS Word, and relevant digital tools 
• Presentation skills, with deep understanding and expertise of the story behind the numbers