Analista de PLAFT at Financiera Oh! evaluating and managing financial crime risks. Assuring compliance with regulations and data analysis regarding high - risk clients.
About the role
- Real-Time Analyst at Manulife optimize resources and manage operational success. Collaborate with teams to enhance productivity and service levels.
Responsibilities
- Responsible for managing volumes and balancing workload across sites to ensure optimal staffing levels
- Handles schedule adjustments, process/approve VL applications, swap requests, (based on need) and NPT allocation
- Communicates workload prioritization for the day and workload distribution strategy
- Monitor and report leave allocations to scheduling team that may trigger changes in staffing plan and schedules
- Act as a single point of contact for WFM in MBPS Manila and Cebu regarding system downtime that impact production.
- Tracks and reports issues and resolution/recommendations with the guidance and directive of WFM Team.
- Attend to email inquiries and participate in activities, including Ad hoc tasks, designed to improve customer satisfaction and business performance
- Create accurate and timely reports that reflect the Service Level performance such as SOD and EOD reports, TAT Monitoring, Queue Management, among others.
- Identify best practices and optimize the use of department technology to improve division efficiency and effectiveness
- Ensure effective staffing and scheduling and use diagnostic methods to create performance reports and use performance measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
- Investigate and communicate status of WFO Data quality, data cleansing and consistency issues and deliver findings to Scheduling Team.
- Assist Scheduling in identifying performance gaps and provide recommendations for value-added services and business process improvements
- Other tasks that may be assigned by the Business Unit, Operations Lead or RTA Lead.
Requirements
- 1–2 years of experience in Workforce Management, Operations Support, Back‑Office Support, or any analytical/coordination role
- 1–2 years of experience using Excel, SharePoint, and PowerPoint, with the ability to perform intermediate data analysis and reporting.
- Bachelor’s degree in Business, Mathematics, Statistics, Information Technology, Industrial Engineering, or any related field (or equivalent work experience).
- Experience applying basic workforce optimization techniques such as intraday management, queue monitoring, or workload balancing.
- Ability to create data visualizations and interpret operational metrics.
- Knowledge of basic statistics and metrics reporting.
- Experience in data and report analysis, business intelligence reporting, or operational dashboards.
Benefits
- Health insurance
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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