Job Purpose Summary:

The incumbent will control the business process management, including the implementation of continuous improvement. The incumbent will ensure that the appropriate Risk and Compliance reviews of the business process are completed and approvals obtained, prior to the documentation of the related procedures. The incumbent will provide first line support for the VP, Business Process Management

Essential Duties & Responsibilities by Dimensions:

A. Shareholder & Financial:

• Oversee, manage and deliver on the initiation, execution and implementation of reengineering and process enhancement initiatives across Group Retail Bank.

• Implements KPI’s and best practices for Assistant Vice President Business Process Management role.

• Lead the Lean/ Six Sigma/ Change Management standards and the process enhancement methodology for Group operations in conjunction with Group TQM Team.

• Develop/ create the metrics/ key performance indicators (KPIs), for performance monitoring and quality measurement purposes related to reengineering and end-to-end process enhancement initiatives on a periodic basis.

• Facilitate go think beyond process to gather, review and track initiatives.

• Act within the limits of the powers delegated to the incumbent and delegate authority to the respective staff and monitor exercise of the same.

• Demonstrate clear understanding of the important factors behind the bank's financial & non-financial performance.

B. Customer (Internal & External):

• Serve as a catalyst for change and senior level Six Sigma Consultant within group operations.

• Act as a knowledge hub for Six Sigma within group operations and ensure relevant training and coaching are conducted.

• Plan and manage reengineering and end-to-end process enhancement initiatives with a focus on customer orientation, control and quality.

• Act as a focal point for group operations and lead process enhancement projects.

• Assist in creating awareness within group operations for customer orientation, quality and efficiency.

• Establish and maintain strong working relationships across all stakeholders in group operations & group business divisions with regards to reengineering and end-to-end process enhancement initiatives.

• Ensure the transfer of new solutions or processes into ongoing operations within group operations.

• To assist customers in all their queries on Bank’s product and seek solution to their requests.

• Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.

• Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.

• Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.

C. Internal (Processes, Products, Regulatory):

• Interact with all stakeholders of group operation risk & group TQM to obtain new process enhancement mandates and participate in project idea generation, selection and scoping

• Identify benefits, quantify targeted results, establish measurement criteria and assist in the prioritization of process enhancement initiatives

• Ensure projects remain on-time and deliver expected results

• Ensure industry best practices and standards within the execution of process enhancement assignments in conjunction with Group TQM.

• Evaluate data and trends to identify enhancement opportunities and associated issues and risks and perform statistical process analyses.

• Participate in the deployment of other performance enhancement methodologies

• Responsible for performance reviews and day-to-day activities of the direct reports.

• Continuous improvement:

• Set examples by leading improvement initiatives through cross-functional teams ensuring successes.

• Identify and encourage people to adopt practices better than the industry standard.

• Continuously encourage and recognise the importance of thinking out-of-the-box within the team.

• Encourage, solicit and reward innovative ideas even in day-to-day issues.

D. Learning & Knowledge:

• Assess performance of direct reports and provide regular feedback on their development

• Proactively identify areas for professional development of self and undertake development activities.

• Seek out opportunities to remain current with all developments in professional field.

• Defines further training needs required and is responsible for career development of his subordinates

• Hold meetings with staff and assess their performance and your teams overall performance on a regular basis.

• Take decisive action to ensure speedy resolution of unresolved grievances or conflicts within the team members.

• Identify development opportunities and activities for staff and facilitate/coach them to improve their effectives and prepare them to assume greater responsibilities.

Education/Experience Requirements:

• Bachelor degree University Graduate/preferred with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study)

• At least 10 years of relevant experience, preferably within a highly rated international bank / organization and process reengineering, business consulting and project management or equivalent business/ operations experience within the financial services arena (however: no specialization in one area but rather multi-skill and transversal across functions)

• Strong operational and project management experience

• Experience in directing and managing large change management projects

• Certified Six Sigma Master Black Belt preferred with minimum of 5 years’ experience and technical mastery

• Demonstrated track record using Six Sigma Methodology principles and practices

• Demonstrated career development, progress, and excellent team leadership skills and potential

• Strong knowledge of financial services from an operational and support perspective