Analyst I, Client Service Operations

FIS; Makati; Hybrid; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

Flexible work environment

Diverse and collaborative atmosphere

Professional development resources

Volunteer opportunities

Competitive salary

Job summary

FIS is seeking a Real-Time Analyst in Manila to monitor queues, SLAs, and agent availability within the Service Desk. You will coordinate day-to-day operations, lead escalations, and develop dashboards using Power BI to provide real-time insights.

The role requires strong analytical skills, experience with Power Automate for automation, and the ability to present data-driven recommendations to leadership.

Qualifications

• Experience as Real-Time Analyst or related role in service desk or contact center.
• Strong understanding of real-time queue management and SLA monitoring.
• Ability to manage real-time operational risks and incidents.
• Experience coordinating with leadership and stakeholders to drive resolution.
• Advanced proficiency in Power BI for dashboards and analytics.

Responsibilities

• Act as the Real-Time Analyst for the Service Desk, monitoring queues, volumes, SLAs and agent availability.
• Coordinate day-to-day operational activities including workload balancing and real-time decisions.
• Lead escalations with stakeholders and identify root causes for fixes.
• Develop and maintain real-time and historical dashboards using Power BI.
• Drive automation initiatives using Power Automate to streamline processes.
• Prepare executive/client decks with accurate data storytelling.
• Deliver client reporting with performance summaries and improvement recommendations.
• Collaborate with Service Desk leadership and tech teams to close process gaps.

Skills

Real-Time Analysis

SLA monitoring

KPI performance

Escalation handling

Dashboard analytics

Process automation

Data storytelling

Education

Bachelor of Business Administration

Tools

Power BI

Power Automate

Excel

PowerPoint

Job description

Type Of Hire

Experienced (relevant combo of work and education)

Education Desired

Bachelor of Business Administration

Position Type

Full time

Type Of Hire

Experienced (relevant combo of work and education)

Education Desired

Bachelor of Business Administration

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you~ Are you FIS?

Role location~ Hybrid (three days in-office, two days virtual)

About The Team

The team is responsible for ensuring consistent service performance, operational stability, and positive client. The team focuses on real-time queue monitoring, service levels, and resource utilization, enabling proactive decision-making and rapid response to operational risks. Through data-driven insights, automation, and continuous improvement, the team partners closely with leadership, and stakeholders to maintain service excellence and meet client commitments.

What You Will Be Doing

• Act as the Real-Time Analyst (RTA) for the Service Desk, monitoring queues, volumes, service levels, and agent availability to ensure SLA and KPI adherence
• Manage and coordinate day-to-day operational activities of the team, including workload balancing, real-time decision-making, and performance interventions
• Handle and lead escalations, ensuring timely resolution, effective communication with stakeholders, and root-cause identification
• Develop and maintain operational dashboards and analytics using Power BI to provide real-time and historical insights on performance, trends, and risks
• Drive continuous innovation and automation initiatives using Power Automate or other platforms to improve efficiency, reduce manual effort, and standardize processes
• Prepare and enhance executive and client-facing decks, ensuring clear storytelling, data accuracy, and professional presentation
• Create, enhance, and maintain Excel-based reports, trackers, and operational models to support decision-making and forecasting
• Deliver client reporting, including performance summaries, insights, action plans, and service improvement recommendations
• Partner with Service Desk leadership, and technology teams to identify process gaps and implement improvementsSupport change initiatives, including new tools, workflows, and reporting standards
• Ensure proper documentation of processes, reports, and automation solutions
• Perform other related duties as assigned to support operational excellence

What You Bring

• Proven experience as a Real-Time Analyst, Workforce Analyst, or Operations Analyst supporting a Service Desk or contact center environment
• Strong understanding of real-time queue management, workload balancing, SLA monitoring, and KPI performance management
• Demonstrated ability to manage and prioritize real-time operational risks, including incident spikes, staffing gaps, and service degradation
• Experience handling escalations and coordinating with leadership, technical teams, and stakeholders to drive timely resolution
• Advanced proficiency in Power BI for building real-time and historical dashboards, performance analytics, and operational insights
• Hands-on experience with Power Automate to drive process automation, reduce manual effort, and improve operational efficiency
• Strong skills in Excel for reporting, trend analysis, forecasting, and operational tracking
• Proven ability to create and enhance client-ready and executive-facing presentations using PowerPoint, with clear data storytelling
• Experience delivering client reporting, including performance summaries, insights, and service improvement recommendations
• Strong analytical, problem-solving, and decision-making skills in a fast-paced, real-time environment
• Excellent organizational and time management skills with the ability to juggle multiple priorities
• Strong verbal and written communication skills, particularly in operational, leadership, and client-facing scenarios

What we offer you~

At FIS, you can learn, grow and make an impact in your career. Our benefits include~

• Flexible and creative work environment
• Diverse and collaborative atmosphere
• Professional and personal development resources
• Opportunities to volunteer and support charities
• Competitive salary and benefits

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.