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The Process Quality Analyst is responsible for evaluating and improving the quality and effectiveness of IT processes to ensure alignment with the 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.
Key Responsibilities
- Review, update, and help develop ITG policies and processes in line with industry standards and regulatory requirements.
- Standardize processes across ITG to improve efficiency and reduce delays or confusion.
- Conduct compliance checks on core processes and support internal and external audits.
- Analyze recurring issues and process gaps to identify root causes.
- Identify process inefficiencies, risks, and opportunities for improvement.
- Document findings and recommend solutions to enhance service quality and efficiency.
- Work closely with ITG teams and other business units.
- Guide process owners and team members on compliance and process requirements.
- Participate in change, release, and service improvement reviews.
- Conduct training and awareness sessions to promote understanding and adoption of ITG policies, standards, and processes.
- Provide support for ITG service request tools by addressing user issues and inquiries.
- Coordinate with support teams for system maintenance and updates.
- Monitor system usage and feedback to improve user experience.
- Perform other related tasks as needed to support overall business goals.
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:
Unit: Employee Services Sector / Information Technology Group / IT Control Division / Process Excellence Department
Location: Metrobank BGC, Taguig
