DE033549-Wealth & Banking Service Quality Senior Analyst

Accenture in the Philippines; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Accenture in the Philippines is seeking a Quality Auditing Sr Analyst to provide primary service support for Wealth clients and advisors, acting as a SME on banking products and processes. This role emphasizes compliance with audit requirements and strong data-driven improvements.

The candidate will manage complex issues, document interactions in CRM/Salesforce, and mentor teammates while adhering to SLAs and a return-to-office schedule in Taguig.

Qualifications

• 3-5 years of Wealth management experience (Relationship Managers in Bank, Private Banking, Investment, Financial Planning, Financial Analysis, Portfolio Management, Investment Consultant).
• QC and Supervisory experience required.
• SME knowledge is a plus and will be validated during Skills Interview.
• Coaching and mentoring to improve performance is beneficial.
• Quality Assurance experience is advantageous.

Responsibilities

• Provide primary service and problem resolution support for Wealth clients and advisors via phone and electronic requests.
• Serve as a subject matter expert on all banking products, processes, and programs.
• Identify specialized solutions and ensure compliance with audit requirements and regulatory frameworks.
• Build and maintain relationships with Wealth advisors and internal partners to meet client needs.
• Manage complex service issues and day-to-day needs for Wealth clients, ensuring accuracy and SLA adherence.
• Facilitate wire agreements and time-sensitive wire requests with high attention to detail.
• Identify trends through data collection and reporting to drive improvements.
• Develop, lead and execute projects to improve processes, products, services and policies.
• Support teammates' skill development with training and resources.
• Document client interactions and resolutions in CRM/Salesforce.com.
• Meet and exceed performance, quality, and behavioral standards; support center SLAs.
• Work a flexible schedule including nights and weekends as needed.

Skills

Wealth management experience

QC supervisory experience

SME knowledge

Coaching/mentoring

QA experience

Job description

ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Quality Auditing Sr Analyst WORK SETUP: Return to Office RESPONSIBILITIES:

• Provide primary service and problem resolution support for Wealth clients and advisors through phone and electronic service requests.
• Serve as a subject matter expert on all banking products, processes, and programs, staying informed of updates and changes.
• Identify specialized solutions and proactively address potential issues for clients with complex financial needs, ensuring compliance with branch operations manuals, audit requirements, and regulatory frameworks.
• Build and maintain professional, ongoing relationships with Wealth advisors and internal partners to effectively meet client needs.
• Manage complex service issues and handle day-to-day transactional needs for assigned Wealth clients, ensuring efficiency and accuracy while meeting service level agreements.
• Facilitate wire agreements and process time-sensitive wire requests for Wealth clients, ensuring high attention to detail and accuracy.
• Identify trends through data collection, reporting, and client interactions to drive insights and improvements.
• Develop, lead, and execute innovative projects to enhance processes, products, services, operating policies, procedures, and the Wealth brand.
• Support the skill development of teammates by providing interactive training, access to resources, and floor support.
• Accurately document client interactions and resolutions in CRM/Salesforce.com.
• Consistently meet and exceed individual performance standards, including quality, productivity, and behavioral expectations, while contributing to daily center service level standards.
• Work a flexible schedule as needed, including shifts between Monday and Friday (8 AM to 8 PM) and Saturday (8 AM to 5 PM).

OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekends Off Project/Team Location: Taguig Uptown Bonifacio Tower 3

SKILL AND QUALIFICATIONS:

• 3-5 years of experience in Wealth management (Relationship Managers in Bank, Private Banking, Investment, Financial Planning, Financial Analysis, Portfolio Management, Investment Consultant)
• QC and Supervisory exp is required
• Alternately, the candidate should possess SME knowledge. The following experiences will be validated during Skills Interview:
• QC
• If had coached and helped someone improve the performance
• Good to have QA experience