Workflow Specialist

B & M Global Services Manila, Inc.

View: 102

Update day: 26-02-2024

Location: National Capital Reg Marikina City

Category: Other

Industry:

Salary: Negotiate

Loading ...

Job content

Description

The Workflow Specialist, General Admin Services will plan and manage production activities based on the volume and capacity of the assigned team on a day-to-day basis.

To be responsible for excellent client experience by providing effective management of the intake, job delegation, and delivery of all requests. The role holder will act as gatekeepers to produce outputs of high quality before submission by conducting brief sign-offs; check for process/quality compliance to ensure service level agreements are upheld at all times.

Responsibilities:

Operations

  • Responsible for the day-to-day production management of the assigned team/s
  • Analysis of client requests and documentation before distribution of assignments to team members
  • Check and monitor the status of assignments including coordination with other teams. Exercise effective job prioritization. Ensure dashboards are constantly updated.
  • Delegate job requests to staff promptly and provide recommendations to improve staff efficiencies
  • Monitor all pending jobs and properly endorse them to the next shift. Provides guidance to staff in terms of the endorsement process.
  • Act as the first level of escalation and resolve issues within work management level
  • Promptly addresses clients’ queries and concerns by email or call
  • Coordinate with the Supervisor on the process and quality improvement initiatives. Implement and monitor approved enhancements or changes
  • Produce one-pass work (output that requires no further review) according to established quality and efficiency standards
  • Drive team members to comply with all standard processes
  • Collate and analyze facts together with the Supervisor for the investigation of issues; Report and act to prevent the issue from escalating; Close supervision on the quick resolution of complaints
  • Build rapport with clients and bank on excellent service delivery to influence continued use of General Admin Services
  • Provide recommendations on process improvements to further enhance team efficiencies
  • Consistently achieve individual targets, priorities, and developmental objectives aligned with the department’s and Firm’s direction
  • Ensure that all other tasks assigned by Management are properly attended to
  • Perform other tasks assigned by the Supervisors or Managers

Client Care

  • Build good working relationships with clients and handle their concerns promptly, in keeping with client service principles
  • In case of an escalation or complaint, send acknowledgment email, collate facts, prepare an incident report within the agreed timelines, and provide a recommendation to prevent the problem from recurring
  • Confirm all discussions and agreements with clients in writing

Skills and Experience

  • Bachelor’s degree with good academic standing.
  • Some relevant experience in General Admin Services operations, account management, quality assurance, and capacity planning.
  • Keen analytical skills and ability to determine client needs
  • Excellent English written and verbal communications skills
  • Ability to make sound and accurate decisions and judgment calls
  • Effective leadership and communication skills
  • Highly organized and able to prioritize tasks
  • Advanced skills MS Word, Excel, and PowerPoint
  • Flexible and willing to work in any shift, including graveyard
  • Aptitude for learning new technologies and processes
  • Highly organized and detail-oriented
  • Strong commitment to outstanding client service
  • Exceptional work ethic, personal and professional integrity
  • Ability to establish and maintain effective working relationships; a team player
  • Ability to collaborate and communicate effectively with people from different cultures and various levels of the organization

Apply

-
Loading ...
Loading ...

Deadline: 11-04-2024

Click to apply for free candidate

Apply

Loading ...
Loading ...

SIMILAR JOBS

Loading ...
Loading ...