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PROCESS QUALITY ANALYST

This role is open for both iAspire candidates and external talents. We encourage you to refer candidates to this role.

 

Position Title: Process Quality Analyst

 

Job Summary:
 

  • Process Quality Analyst is responsible for evaluating and improving the quality and effectiveness of IT processes to ensure alignment with bank's standards, regulatory requirements, and best practices. The role focuses on process creation and maintenance for compliance, continuous improvement, service quality, and operational excellence across IT services.

 

Specific Duties & Responsibilities:

 

  1. Policy Formulation and Process Standardization:
  • Assess, define, and revise ITG policies and processes in alignment with industry standards, best practices, and applicable regulatory requirements.
  • Establishes standard processes across ITG to promote efficiency and reduce procedural ambiguity including bottlenecks.

 

  1. Process Audit and Assessment:
  • Conduct process compliance review for core processes of the group
  • Support internal and external audits by providing evidence and analysis.
  • Analyze recurring issues and process deviations to determine root causes.

 

  1. Continuous Improvement:
  • Identify process inefficiencies, gaps, and risks.
  • Document findings, non-conformities, and opportunities for improvement.
  • Recommend improvements to enhance service quality, efficiency, and customer satisfaction.

 

  1. Stakeholder Collaboration:
  • Work closely with ITG and relevant bank units
  • Provide guidance to process owners and practitioners on process and compliance requirements.
  • Participate in change, release, and service improvement reviews from a process perspective.

 

  1. Awareness and Training Support:
  • Conduct roadshow for the continuous learning of ITG policies, standards and key processes in relations to IT risk, security and controls to ensure awareness, successful adoption and transitions.

 

  1. Support of Service Request Management Tool:
  • Provides support to ITG Tool specifically for SR Management users by resolving incidents and inquiries to maintain system usability.
  • Coordinates with the ITG application support units for application maintenance and updates to ensure platform stability.
  • Monitors usage trends and feedback to identify improvement opportunities and enhance user experience.

 

  1. Additional Responsibilities:
  • Perform other related duties as assigned to support the overall success of the Bank.

 

 

Qualifications:

 

  • Graduate of any IT-related course
  • Minimum of two (2) years experience in process analysis in IT,  continuous process improvement focusing on system development life cycle (SDLC), technical operations and analysis or related roles to demonstrate practical knowledge.
  • Knowledgeable in process methodologies for driving continous improvment
  • Familiarity with IT Service Management (ITSM) concepts
  • An effective communicator at all levels in the organization, with strong oral, written, an effective presentation skills
  • Must have a pro-active approach to problem solving and the ability to meet tight deadlines

 

Other Details:

Rank: Junior Officer

Unit: Employee Services Sector / Information Technology Group / IT Control Division / Process Excellence Department
Location: Metrobank BGC, Taguig

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