Performance Analyst (MIS, Reports) - Contact Center

Security Bank Corporation; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

Security Bank Corporation seeks a Performance Analyst to coordinate reporting requirements and enhancements within the Contact Center Channel, design report specifications, and generate data from core banking systems.

You will monitor daily to monthly performance of complaints, assist in performance management with internal and external partners, and work on premises at the Makati Head Office. The role emphasizes data-driven insights, statistical methods, and clear communication of findings.

Qualifications

• Bachelor's degree in any field.
• 3-5 years of relevant experience in performance analysis and reporting.
• Advanced knowledge in Microsoft Excel, Power BI, and other reporting tools.
• Excellent verbal and written communication skills.
• Willing to work on premises in Makati Head Office.

Responsibilities

• Assists in preparing, analyzing, and releasing Complaints Dashboard Bankwide Performance.
• Work across departments regarding enhancements and automation of reports.
• Ensures daily, weekly, and monthly monitoring of Department and Bankwide Complaints performance.
• Aids in all aspects of Performance Management activities relevant to internal and external partners, customers.
• Escalates critical issues on Systems related concerns that require immediate action to the groups as well as to the concern units.

Skills

Performance analysis

Data analysis

Reporting

Excel

Power BI

Predictive analytics

Education

Bachelor's degree

Tools

Power BI

Job description

About the Role

As a Performance Analyst under the Contact Center Channel, you shall coordinate new requirements and enhancement of reports within the division for the continuous improvement whether regular or adhoc, design reportorial requirements, generate data and information from the core systems of the bank and perform and conduct quality evaluations in accordance with the MOPP and Regulatory requirements.

How You'll Contribute

• Assists in preparing, analyzing, and releasing Complaints Dashboard Bankwide Performance
• Work across departments and functional groups regarding enhancements and automation of reports
• Ensures daily, weekly, and monthly monitoring of Department and Bankwide Complaints performance
• Aids in all aspects of Performance Management activities relevant to internal and external partners, customers
• Escalates critical issues on Systems related concerns that require immediate action to the groups as well as to the concern units

What We’re Looking For

• Bachelor's degree in any field
• 3-5 years of relevant experience in performance analysis and reporting
• Contact center background in the banking industry is a plus
• Basic understanding of compliance/regulatory requirements, risk management & controls, and bank processes, BSP Circular 857/1048 - Consumer Protection Framework and industry practice in Complaints Management.
• Advance knowledge in Microsoft Excel, Power BI and other reporting tools
• Involve in the preparation of assessment reports of complaints, findings, and root-cause analysis
• Proficiency in analyzing large sets of data to identify trends and make informed decisions
• Ability to use statistical methods and predictive analytics to forecast staffing needs
• Excellent verbal and written communication skills to present findings and recommendations effectively
• Willing to work on premises in Makati Head Office