---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- PROJECT NAME: Project PiaPOSITION TITLE: Business Operations Senior AnalystWORK SETUP: Hybrid OVERALL PURPOSE:Provide Customer Relationship Management support to employees for any visa, immigration, travel, meetings & events queries.Support Exit Clearance, Asset & Access Management, Required Trainings Completion, Information Security, Data Privacy as well as, Business Continuity requirements for Mobility.RESPONSIBILITIES:CRM• Act as sub tower lead, reporting directly to the CRM Team Lead.• Manage shift schedules and KT sessions of junior CRM resources. • Respond to calls and resolve Tier 1 queries based on available job aids and reference materials• Log ticket for calls received that are case-specific and assign to the proper Assignment group• Track calls received, report metrics and provide insights on potential process improvements.• Monitor ServiceNow tickets assigned to the Philippines and respond to Tier 1 queries based on availableFAQs• Participate in all local and global initiatives to promote and improve Mobility's CRM strategy• Prepare and update FAQs, regular reports and provide data insights, as applicable.COMPLIANCE:• Provide exit clearance to leavers and coordinate required visa action to the Case Management Team• Ensure proper inventory of all Mobility assets and manage access.• Accurately track status of completion for all required/mandatory trainings. • Support all Information Security and Data Privacy related tasks for Mobility to ensure compliance• Manage Business-continuity tasks and proper coordination with all the towers in the team• Prepare regular reports and ensure all Compliance documents are updated.• Escalate issues and challenges to team lead for proper resolution.OTHERS:Project Shift Schedule: Rotation Shift Project Rest Day: Weekends OffProject/Team Location: Mandaluyong Robinsons Cybergate Tower 1