Performance Analyst (MIS, Reports) - Contact Center

Security Bank; Makati; On-site; PHP 420,000 - 780,000; Full time

Job summary

Security Bank is seeking a Performance Analyst (MIS, Reports) in Makati, Philippines. You will coordinate new reporting requirements and design reportorial outputs from core systems, supporting continuous improvement and regulatory compliance.

The role involves analyzing large data sets, forecasting staffing needs, and delivering insights to internal and external partners. On-site work at the Makati Head Office with strong Excel and Power BI skills is required.

Qualifications

• Bachelor's degree in any field.
• Experience in performance analysis and reporting (3-5 years).
• Banking/ contact center background is a plus.
• Knowledge of regulatory requirements and risk controls is preferred.
• Proficient in Excel, Power BI and reporting tools.

Responsibilities

• Prepare, analyze, and release complaints dashboard bankwide performance.
• Collaborate across departments to enhance and automate reports.
• Monitor daily, weekly, and monthly department and bankwide performance.
• Support performance management activities with internal and external partners.
• Escalate critical system issues to relevant groups.

Skills

Advanced data analysis

Statistical methods

Forecasting

Communication skills

Excel proficiency

Education

Bachelor's degree

Tools

Microsoft Excel

Power BI

Job description

Performance Analyst (MIS, Reports) - Contact Center Sbc Head Office, Makati, Metro Manila, Philippines 3 - 5 Years

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

About Security Bank

Security Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.

We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.

Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes' World’s Best Employers 2023 list.

At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): "YOU matter".