Job Purpose Summary

The incumbent will be responsible for running and ensuring the success of process enhancement initiatives with a focus on customer orientation, service and quality across operation.

Essential Duties & Responsibilities by Dimensions

A. Shareholder & Financial:

- Run, execute, steer projects by using Lean/ Six Sigma/ Change Management standards and the process enhancement methodology aimed at improving customer satisfaction and efficiency within Group operation

- Implements KPI’s and best practices for Manager, Business Process Enhancement role.

- Ensure the success of end-to-end process enhancement initiatives across Group operation.

- Establish measurement plans for key performance indicators (KPIs) and execute control plans to monitor, track and update KPIs related to dedicated reengineering and end-to-end process enhancement initiatives on a periodic basis.

- Act within the limits of the powers delegated to the incumbent.

- Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.

B. Customer (Internal & External):

- Identify, quantify and define enhancement areas in close partnership with the concerned stakeholder and contribute to the implementation of customer-centered processes

- Work closely with stakeholders of Group operation to improve on relevant KPIs

- Leads cross-functional design teams to: (1) understand and investigate the current business process design; (2) identify problems, complexities, non-value-added steps, inefficient workflows, and other design factors; (3) develop performance measurement systems and analyse performance data; (4) create improvement recommendation and improve process design; and (5) implement solutions to achieve results in output volumes, quality, timelines and costs

- Optimize the use of appropriate lean and 6 sigma tools; pursue technology developments that result in process enhancement.

- Report on progress on a regular basis for relevant projects

- 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 Head of Group operation Process Enhancement to obtain new process enhancement mandates and participate in project idea generation, selection and scoping

- Identify defects and impact of defects on current processes

- Propose defect fixes or system enhancements, and work with the various stakeholders to propose and develop process and/or technology modifications

- Gather, collect, and prepare data related to reengineering and end-to-end process enhancement initiatives.

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

- Apply and implement industry best practices and standards within the execution of process enhancement assignments

D. Learning & Knowledge:

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

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

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 6 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)

- Operational and project management experience including the participation in large company wide program deployments with partial subproject responsibility

- Certified Six Sigma Green Belt experience and technical mastery

- Demonstrated track record using Six Sigma Methodology principles and practices

- Ability to use systematic and data driven methods in order to solve problems, analyze and improve processes

- Knowledge of financial services from an operational and support perspective