Total 4 accounting analyst job vacancies in Business Management / Project / Planning category in pasay

Service Owner- CIT Monitoring Center

Job Description

We are seeking a dynamic, transformational Service Owner to join the Corporate IT  Monitoring Center. The Service Owner has a pivotal role within the End User Support organization, responsible for the strategic direction, performance, and continuous improvement of services provided by the Service Desk Team. This role is essential in ensuring the services align with business vision, drive strategy and deliver significant value to stakeholders.

Key Focus Areas

The ideal candidate should be passionate about: 

• Transformational Leadership - Drive transformational change within the service by identifying and implementing innovative solutions that address evolving business needs.

• Service Efficiency - Oversee the efficient operation of the service, ensuring optimal performance and swift resolution of any issues.

• Continuous Improvement - Drive continuous improvement initiatives to enhance service quality, informed by performance data and stakeholder feedback.

• Automation/Self Services – Be passionate about automating and simplifying process and drive a culture of self-services

• Strategic Alignment - Ensure that the service's strategic direction is closely aligned with the organization's goals and objectives.

• Stakeholder Engagement - Maintain strong relationships with all stakeholders, ensuring their needs are met and expectations managed.

• Risk Management - Proactively identify and mitigate risks to ensure uninterrupted service delivery.

Key Responsibilities:

The Service Owner will drive transformational change within the services provided, ensuring it evolves to meet future business needs and technological advancements.

• Service Transition - Manage the transition or intake  of new or changed services into the operational environment, ensuring minimal disruption to existing services and operations. Identify and manage risks associated with the service, ensuring that any potential issues are mitigated before they can impact the service. Track volume/issues of services transition

• Service Operation - Oversee the day-to-day operation of services, ensuring they meet agreed-upon service levels and performance targets. Ensure that the service is delivered effectively and efficiently. Responsible for any issues that arise and must ensure that they are resolved in a timely manner. Responsible to run Operational Reviews.

• Capacity and Demand Management - Define and manage capacity and demand for the services in a way that anticipates future growth and transformational needs. Ensure the service can scale efficiently to meet changing organizational demands.

• Service Improvement - Continuously monitor service channels and review performance metrics to identify transformational opportunities for improvement. Leverage data analytics and data insights to drive OKRs (Objectives and Key Results) that enhance service quality and effectiveness.

• Stakeholder Management - Engage with and manage relationships with End User Support, Business Partners, and Business stakeholders involved in the service, ensuring communication and collaboration. Ensure stakeholder needs are anticipated, met, and expectations are managed throughout the service lifecycle.

• Risk Management - Identify, assess, and manage risks associated with the service, with a focus on transformational risk mitigation strategies. Ensure that potential issues are proactively addressed before they impact service delivery.

• Compliance - Ensure the services comply with all Corporate Key Controls, and organizational policies, ensuring the service remains fully compliant.

• Collaboration - Collaborate with peer stakeholders across other End User Systems operations engineering functions to drive improvements.

• ITSM Expertise - Lead transformational initiatives to improve ITSM practices within the organization and provide guidance on best practices.

• Budgeting and Cost Management - Ongoing transformational approach, seeking cost-saving opportunities while maintaining or enhancing service quality. Monitor financial performance to ensure alignment with organizational goals and recommend adjustments as needed.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

What will a normal day look like?

The Business Analyst is responsible for the development and completion of key business reports and requirements to support the operational effectiveness of the channel.

Duties and responsibilities:

• Provide structure in analysing and addressing business problems and opportunities  
• Provide regular business reports  
• and analysis with solutions for identified business problems or opportunities 
• Ensure reports and analyses are comprehensible to all stakeholders 
• Use reporting tools effectively and efficiently 
• Develop and implement Data Management System  
• Provides quantifiable measures of effectiveness of business initiatives and processes 
• Identify, understand, and articulate internal business requirements  
• Regularly conduct research both internally and externally to identify opportunities for business process changes or improvement 
• Regularly review existing business processes and ensure are streamlined, efficient and effective always 
• Assist on business projects with process design, gap analysis activates, As-Is and To-Be Analysis 
• Support Integration decisions and highlight impacts associated with end-to-end processes 
•  
• Work closely with business stakeholders, Finance, and IT Departments for development of initiatives such as financial plans, business process and systems 
• Ensure complete and accurate documentation of reports, analysis, updated business processes 
• Can engage and communicate recommendations to senior stakeholders 
• Facilitate meetings and workshops relating to Business Reports presentation 
• Help as directed on ad hoc tasks and projects as directed by the stakeholders or the Country Manager 
• Any other related tasks which may be necessary from time to time 

Visa Corporate IT group has embarked on a voyage of transformation. As a humanistic engineering organization, we put customer experience and our people first! With incessant focus on the three pillars of Innovation, Operational Excellence and User Delight, the End User Support team is poised to deliver the best experience for our Visa team members around the world.

In this role, the Problem Management and Incident Commander has the pleasure of initiating and leading internal customer engagement. The ideal candidate will work to ensure detailed, continuous support for our users and service delivery.

Essential Functions:

• Own and complete key incident and problem management processes.
• Coordinate and facilitate problem diagnosis and drive major incidents & issues to resolution.
• Supervise progress with various teams, coordinate with internal teams and key customers.
• Drive and facilitate Root Cause Analysis and Permanent Corrective Action calls with Problem/Incident owners.
• Emphasize proactive actions and provide superb communication to relevant teams and partners.
• Focus on implementing preventive, rather than reactive methods. Identify possible problems before they occur.
• Assist in identifying repeat incidents. Lead and participate in audit/ review of major incidents and problems.
• Use various methods to analyze major incident data and metrics. Identify patterns and trends based on historical events and incidents.
• Conduct periodic process maturity assessment. Identify and implement improvements.
• Drive and support process automation efforts. Emphasize automation first thinking.
• Set up and maintain Knowledge base database/repository for major incidents/problems. 

This position collaborates with leadership, up to and including the Vice Presidents, to understand requirements, expectations and to communicate plans, status, etc. The environment is fast paced, requiring quick and effective action to be successful. Execution includes partnership across groups both within and beyond the End User Support Organization We are looking for someone with a passion for both planning and execution, and who works as a self-starter, individual contributor and team member. The ideal candidate will have a proven track record of working with business initiatives, be self-motivated and highly organized, and nurture positive internal and external relationships.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

JOB DESCRIPTION AND RESPONSIBILITIES

The IT Service Management (ITSM) group within the Employee Enablement Solutions team (EES) at Visa is seeking a Service Manager with excellent communication skills, a strong sense of ownership, and the ability to work autonomously. This role involves driving excellence across all employee-facing technology services, simplifying and optimizing IT services, and promoting a service culture focused on the employee experience. 

The standard working hours for this role currently are from 5:00 pm to 2:00 am, local Manila time. When the work necessitates it, you may be required to work outside of the prescribed work hours.  Visa reserves the right to adjust the standard working hours in future based on the business requirements

Key responsibilities include:

• Continual improvement of services and processes
• Building strategic partnerships throughout the organization
• Managing services throughout their lifecycle
• Influencing decisions as a customer advocate
• Facilitating transparent communication and collaboration
• Providing clear, weekly reporting focused on results and milestones

The ideal candidate should have a strong IT background, understand the evolving needs of the business, and have a passion for process improvement. They should balance empathy with the ability to explain limitations, understand the cost implications of services, and be able to back decisions with data. Excellent communication, interpersonal skills, and a commitment to delivering quality services are essential.

The candidate must be comfortable providing ITSM services autonomously and building strong relationships with staff and leaders globally. They should use analysis and relationships to improve the user experience in their region and beyond. The candidate will be expected to provide clear reporting and KPIs on a monthly basis, and track milestones in our systems for visibility.

The successful candidate will demonstrate emotional intelligence, executive presence, and the courage to highlight inconsistencies. They should be self-motivated, committed to enhancing ITSM processes, and eager to improve Visa through discussion, influence, leadership, and action. They will be expected to create plans with milestones and dates for optimal value achievement and provide professional proposals for ITSM service improvement on a quarterly basis.

Essential Functions include:

• Prioritizing and addressing local Service Improvement Opportunities quarterly, meeting or exceeding targets
• Analyzing ServiceNow data to identify service gaps and drive improvements
• Meeting with World Area staff/leaders to present analysis of services, capturing feedback and aligning with business needs
• Driving service transition and integration activities beyond minimum requirements, striving for world-class delivery
• Developing actionable plans with key deliverables/milestones, eliminating ambiguity
• Communicating with high energy, excellent verbal, written, and presentation skills are essential
• Creating clear and actionable service-related communications for distribution to targeted audiences
• Building partnerships and encouraging collaboration to maximize continual improvement opportunities
• Transforming complex technical concepts into precise, audience-appropriate language
• Leading in ambiguous high-pressure situations and working independently with limited direction
• Prioritizing and managing a wide range of competing initiatives
• Taking ownership of urgent customer items and building strong relationships with internal customers
• Optimizing service delivery by aligning technology owners with best practices and methodologies
• Challenging assumptions and the status quo, exhibiting strong organizational courage
• Developing persuasive business plans and proposals that maximize return on investment
• Exhibiting strong problem-solving skills and critical thinking techniques
• Understanding organizational change management and user experience improvement techniques
• Engaging professionally with people at all levels, using strong interpersonal skills
• Managing time and priority with attention to detail across a wide array of competing initiatives
• Integrating into a team of technical, process improvement and change management professionals
• Providing quarterly written proposals to leadership on biggest ITSM opportunity areas to serve Asia Pacific

The successful candidate will possess the following qualities:

• Strong ideation and problem-solving skills
• Results-oriented with a continuous improvement mindset
• Coachable and positive attitude
• Strong and concise communicator, effective listener, and empathetic
• Self-sufficient in admin tasks and effective at prioritizing

Additional responsibilities include tracking goals on a weekly basis, presenting monthly reports and strategy updates, showcasing milestone progress, and meeting or exceeding goal targets with weekly reporting. The successful candidate will demonstrate a high degree of autonomy and ownership, and possess excellent communication skills.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 3 set days a week (determined by leadership/site) or more of the time based on business needs.