Subject Matter Expert

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

• Locations 22nd floor Twenty Four Seven McKinley Building, Manila, 1634, PH 5F Enterprise One, Iloilo, Iloilo City, 5000, PH (Hybrid)
• Process Code 05380
• Equipment Field Dell Wyse 5070/5010 Thin Client Package with 2 monitors, keyboard, mouse, cables
• Work Station Assignment tbd
• Nurse License Not Applicable

Job Description

This position can assist leads and managers when it comes to training, dealing with escalated calls, and helping transfer knowledge to other team members. It will also free up supervisors to spend more time coaching and working with agents, since team members will rely on SMEs for questions related to their area of expertise.

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.

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.