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Systems and Business Process Analyst - Operations, MariBank
ShopeeManila, Philippines
Apply What you'll do
- Helps in creating a full document of Standard Operating Procedures (SOPs) to be used by Operations Teams.
- Join the SBP Lead in working with different departments and stakeholders to be able to create a proper process aligned with the updates, enhancements, and necessary changes and continuously check areas for improvement on established processes.
- Update and modify established processes and procedures if needed, requested, and modifications requested are approved.
- Copywriting and creating written content that effectively communicates a message, products, services, or ideas.
- Cascade updates, articles, SOPs, campaigns, enhancements, and any urgent announcements needed by the Operations Teams to know, either via email or internal communication platform.
- Publish the approved contents, SOPs, campaigns, announcements, and articles to the knowledge base or KMS.
- Maintain a tracker of all SOPs created and updated.
- Request the needed system enhancements and reason codes needed by Operations in tagging the cases appropriately.
- Monitor, track, and coordinate with the Production Support Team the requests by the whole Operations.
Requirements
- 1–3 years of relevant work experience.
- Experience with systems such as case automation, webform creation, case template setup, or app scripting is a plus.
- Ability to design and develop workflows and document business processes for the Operations Department from scratch.
- Preferably with experience in Banking Operations, such as Customer Service, Onboarding, Customer Due Diligence, Fraud, Credit and Collections, or Transaction Monitoring.
- Excellent communication and collaboration skills.
- Has solid understanding of how various business functions operate and how they interact with one another.
- Has the ability to analyze complex processes, identify problems, and propose effective solutions.
- Proficiency in using and evaluating various software applications, tools, and systems commonly used in the organization's industry.
- Has the ability to manage projects, coordinate tasks, meet deadlines, and handle multiple initiatives simultaneously.
- Detail-oriented. Know how to ensure accuracy in documentation, requirements gathering, and system configurations to avoid errors.
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