System and Process Improvement Specialist

POSITION TITLE : System and Process Improvement Specialist

WORK LOCATION : Pasig (Onsite)

SALARY RANGE : Php 45,000 – Php 55,000

EMPLOYMENT STATUS : Full-time

ABOUT THE ROLE :

The System and Process Improvement Specialist plays a key role in ensuring efficient, effective, and optimized business processes across the organization. This position focuses on implementing new workflows, improving existing ones, and identifying opportunities for better service delivery and cost efficiency. You’ll also support system enhancements, manage user access, and lead improvement initiatives that drive operational excellence.

KEY RESPONSIBILITIES :

• Design, document, and deploy standard processes in coordination with Service Quality and Operations teams.
• Monitor KPIs, identify performance gaps, and implement corrective actions.
• Ensure all processes are properly documented, communicated, and followed across departments.
• Lead or support customer implementation projects, including planning, progress tracking, and reporting.
• Coordinate and conduct system testing (UAT), manage user access, and monitor service-related mailboxes.
• Collaborate with stakeholders to identify and execute process improvement initiatives.
• Perform data analysis to detect trends, inefficiencies, and opportunities for improvement.
• Conduct root cause analysis and recommend solutions to enhance service delivery and internal controls.
• Develop and deliver training materials to promote process adherence and knowledge sharing.
• Support business system enhancements and provide first-line assistance for user queries.
• Participate in compliance and audit activities, including annual control self-assessments.

QUALIFICATIONS :

KEY RESULT AREAS :