3 дня назад
Senior Analyst (Retail Banking Operations Incident Management)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Senior Analyst (Retail Banking Operations Incident Management): Managing customer-reported banking incidents through assessment, escalation, communication, and resolution with an accent on incident lifecycle control, customer service, and regulatory compliance. Focus on investigating recurring issues, coordinating with operations and technology teams, and improving procedures in a fast-paced contact center environment.
Location: Manila, One Ayala Tower 2, Philippines
Company
Philippines supports global Retail and Wholesale Banking operations through digital banking, technology, and customer-focused services.
What you will do
- Handle customer incident reports received through chat and phone channels.
- Assess, validate, categorize, document, escalate, and monitor incidents through resolution.
- Communicate incident status clearly and professionally to customers.
- Coordinate with Operations, Technology, Incident Management, and country teams.
- Identify recurring issues and recommend process, knowledge-base, and operational improvements.
- Support contact center operations, business continuity, incident response, coaching, and knowledge sharing.
Requirements
- College degree or relevant professional experience in banking, shared services, incident management, customer service, or BPO.
- Strong English communication skills, written and verbal.
- Experience with ticketing systems, CRM platforms, and knowledge management tools.
- Strong analytical, problem-solving, and stakeholder management skills.
- Ability to work in a fast-paced, customer-focused environment and collaborate across global teams.
- Flexibility to support varying shifts, weekends, and holidays when required.
Culture & Benefits
- Diverse, inclusive, and international working environment.
- Opportunities to develop skills in incident management, banking operations, and customer experience.
- Collaboration with international teams across multiple countries.
- Competitive compensation and employee benefits.
- Career development while contributing to the future of digital banking.
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