Process Excellence SME & Training Coach

Crawford Job Listings - Global; Manila; Hybrid; PHP 279,000 - 502,000; Full time

Job summary

Crawford Job Listings - Global in Manila is seeking a subject matter expert to support leads and managers by training, handling escalated calls, and transferring knowledge to team members. The role helps supervisors focus on coaching while SMEs respond to specialized questions.

You will mentor staff, oversee development and testing of solutions, and ensure adherence to requirements, with a Bachelor's degree and at least one year of SME experience.

Qualifications

• Bachelor's degree is required.
• At least one (1) year equivalent work experience as SME (external) or 1 year tenure in current process (internal).
• Excellent communication and interpersonal skills with people at all levels.
• Proficiency of the English language, both in verbal and written.
• Strong customer orientation, active listening, and excellent phone handling skills.

Responsibilities

• Applying subject expertise in evaluating business operations and processes.
• Identifying areas where solutions would improve business performance.
• Consulting across business operations, providing mentorship, and contributing specialized knowledge.
• Recommending solutions and determining development requirements.
• Providing subject expertise and guidance to staff (nesting, endorsement, transition to Operations).
• Overseeing the development, testing, and implementation of solutions.
• Determining whether solutions meet defined requirements.
• Verifying reference information, including DTPs and system requirements.
• Ensuring accurate representation of expertise prior to the distribution of solutions to end-users.
• Documenting processes and disseminating information to all relevant stakeholders.

Skills

Communication

Interpersonal skills

English proficiency

Active listening

Phone handling

Customer orientation

Education

Bachelor's degree

Job description

Crawford Job Listings - Global in Manila is seeking a subject matter expert to support leads and managers by training, handling escalated calls, and transferring knowledge to team members. The role helps supervisors focus on coaching while SMEs respond to specialized questions.

You will mentor staff, oversee development and testing of solutions, and ensure adherence to requirements, with a Bachelor's degree and at least one year of SME experience.