Service Delivery Operations Analyst

About CIBI Information Inc.:

CIBI Information Inc. (CIBI), the Philippines first credit reporting agency, was first organized in 1982 as Credit Information Exchange System, a business information division attached to the Department of Loans and Credit of the Central Bank of the Philippines, now the Banko Sentral ng Pilipinas (BSP). It was jointly created by the BSP, the Securities and Exchange Commission (SEC), and the Financial Executives Institute of the Philippines (FINEX).

In 2020, CIBI was acquired by Creador, a private equity firm, and is also accredited by the Credit Information Corporation (CIC) and the Philippine's Credit Information Registry. Since 2020, CIBI has been working closely with CTOS, Malaysia's leading credit reporting agency, to leverage key strategies and reapply to the Philippine market.

About the role:

As a Service Delivery Operations Analyst, you will ensure the accuracy and timeliness of the reports needed by the clients, ensuring that they are well beyond the set standards for the company to consistently provide a world-class customer experience.

Duties and Responsibilities:

• Consolidates and reviews the information provided in a standard reporting format to the client.
• Sends weekly status reports to the client listing out their requests, interim status, and additional information needed from their end.
• Provides support needed by the customer engagement team in attending to client queries/escalations.
• Meets established performance and quality standards set for the Service Delivery Team.
• Oversees the alignment of client requirements (process and guidelines) with the Verification Team and prioritizes report generation.
• Champions initiatives to optimize existing processes and improve efficiency, consistency, and excellent quality of service to top-tier and shared accounts.
• Provides training and support for new members of the organization to explain the key function and purpose of their scope.
• Adheres to all company policies, procedures, and business ethics codes and ensures that they are communicated and implemented within the team.

Job Specifications:

Educational Background

• Preferably a graduate of any business or related course.

Experience

• Experience in the screening industry is an advantage.

Technical Skills

• Proficient in Microsoft Office Suite (Word, PowerPoint, and Excel) and GSuite applications

Other Skills

• Excellent verbal and written communication skills
• Logical and analytical thinking
• Excellent work ethic
• Entrepreneurial mindset
• A hunger to learn and grow professionally
• Capacity for independence
• Results-driven, taking pride in achieving objectives