Process Engineer (Customer Care)

SM Supermalls; Pasay; On-site; PHP 500,000 - 780,000; Full time

Job summary

SM Supermalls is seeking a Process Engineer to support process design and continuous improvement across operations, focusing on reducing gaps and improving efficiency in a fast-paced retail environment.

You will design metrics, collaborate with departments, apply data-driven methods, and help establish governance for process optimization, with a bias toward customer experience.

Qualifications

• Design and develop processes and metrics aligned to customer experience, standards and goals.
• Identify improvement opportunities; design and implement risk-aware initiatives; measure benefits.
• Identify gaps in processes; recommend remediation to business owners.
• Collaborate with departments to identify requirements, processes and risks.
• Align with Operations to prioritize initiatives and monitor until completion.
• Use leading methods and tools to document current and design future processes.
• Use statistical methods to derive data-driven customer insights.

Responsibilities

• Preferably a graduate of engineering/science courses such as BS Electronics and Communications Engineering, BS Industrial Engineering, BS Mathematics, BS Statistics, or BS Economics.
• At least three (3) years of experience in ‘as-is’ process discovery and ‘to-be’ process modelling and analysis in customer service or BPO environment.
• Excellent communication and presentation skills.
• Knowledgeable in process development, design, deployment, control, and improvement.
• Knowledgeable in data collection, extraction, cleaning, transformation, and data interpretation.
• Deep understanding of metrics definition, implementation and analysis, providing insights.
• Conceptual knowledge/background in Agile (Scrum) or Project management.
• Demonstrated knowledge of contact center operations and customer support.
• Demonstrated knowledge of the technology industry and general business management.
• Familiarity with process automation tools.

Skills

Communication skills

Presentation skills

Data interpretation

Metrics analysis

Agile (Scrum) knowledge

Project management

Education

BS Electronics and Communications Engineering

BS Industrial Engineering

BS Mathematics

BS Statistics

BS Economics

Tools

Process automation tools

Job description

The Process Engineer is responsible for supporting process design and improvement including process automation with focus on process improvement, process re–engineering, KPI design aligned to the company’s business goals and signature customer experience. The role will look into reducing process gaps/variations and the execution of the continuous improvement framework. The Process Engineer is also responsible for establishing and maintaining process governance and framework, identify cross-functional processes through scoping, analyzing, and defining best practices (internal & external to the organization).

Responsibilities:

• Design and develop processes and metrics that are aligned to the company’s signature customer experience, standards, and business goals
• Identify opportunities for improvement, design and implement process improvement initiatives integrating risk and controls to increase work accuracy and efficiency, measure process efficiencies, validate improvement benefits and act as a partner to the business to perform continuous improvement activities
• Identify gaps in existing processes and recommend remediation of these gaps to business process owner
• Work closely with relevant departments to identify business requirement, processes and risks
• Partner with Operations in aligning, prioritizing the initiatives and closely monitor until completion
• Utilize leading practice methods & tools to conduct ‘as – is’ documentation and design ‘to-be’ processes when necessary
• Utilizes statistical and scientific methods to ensure data-driven customer insights and recommendations

Responsibilities:

• Preferably a graduate of any engineering and science related courses such as BS Electronics and Communications Engineering, BS Industrial Engineering, BS Mathematics, BS Statistics, and BS Economics
• At least three (3) years of experience in ‘as-is’ process discovery and ‘to-be’ process modelling and analysis, using structured methodology with proven results in customer service or BPO environment
• Excellent communication and presentation skills
• Knowledgeable in process development, process design, process deployment, process control, and process improvement.
• Knowledgeable in data collection, data extraction, data cleaning, data transformation, data summary, data interpretation, data insighting.
• Deep understanding of definition, implementation and analysis of metrics and providing insights
• Conceptual knowledge/background in Agile (Scrum) practice, and/or Project management
• Demonstrated knowledge of contact center operations and customer support
• Demonstrated knowledge of the technology industry and general business management
• Familiarity with process automation tools

Preferably with experience in any of the following: