Manager, Business Process

**Job Summary:
The Business Process Manager will play a vital role in reviewing, monitoring and identifying opportunities to improve and innovate end-to-end business processes, with the aim of achieving excellent customer experience journey while ensuring compliance with regulatory requirements and contributing to the Bank’s overall customer experience strategy. The job holder will take a holistic Bank-wide approach to roll-out business processes that deliver the highest standard of customer experience, safeguard the Bank from reputational risk and execute service excellence initiatives across the Bank.

The role will work with internal cross-functional teams to ensure timely execution of identified areas of improvement and ensure compliance with all policies, processes and standard operating procedures. He/She will also report any service gap(s) to the Senior Management Team and provide solutions and recommendations for improvement. In addition, the job holder will administer/oversee transformational initiatives and ensure that they are delivered within stipulated timelines.

**Job Description
**1) **Strategy**
- Identify key drivers of business process improvement, influence decisions and gain consensus across the Bank.
- Cultivate service mindset to improve service levels and strengthen end-to-end processes to enhance customer experience.

**2) **Policy / Standard Operating Procedures (SOP)**
- Manage key initiatives impacting customer experience through the standardisation & enhancement of SOPs, processes & policies to improve service quality and control.

**3) **Business Processes**
- Analyse collated feedback so as to identify any gaps/lapses that might result in work process inefficiency. Thereafter, put in place a SOP to ensure timely escalation for resolution.
- Work closely with internal departments to improve customer service touchpoints across the Bank.
- Chair Service Quality Forums with internal departments with the aim of reviewing banking processes to enhance work efficiency, identifying opportunities for improvement and seeking ways to innovate our operating model with the adoption of technology and automation; while ensuring adequate risk management in direct partnership with various business units.

**4) **Data Analytics**
- Perform data analytics on service standards, present findings/insights and make recommendations for improvement to the Senior Management Team.
- Use customer service data as a medium to drive conversions, assist stakeholders in optimising resource deployment, and monitor impact on Business and service indicators/KPIs.

**5) **Projects**
- Oversee/Administer transformational initiatives and projects to ensure that all internal departments play their part in meeting the stipulated project timelines. Simplify processes with the focus of improving customer experience.
- Carry out any other duties as directed by the Management from time to time.

**Job Requirement**:

- A recognized Degree in any discipline.
- 5 to 7 years of relevant work experience in a similar role, in a Bank or Fintech environment, with good understanding of banking operations processes, products and services.
- Proven track record in driving cultural change, managing customer experience, process improvement, change management and transformational projects.
- Possess functional knowledge in managing/improving moderate to complex end-to-end processes that cut across 2 to 3 departments in a regulated environment.
- A self-starter with results-oriented mindset, takes ownership and initiative and possess the perseverance and resourcefulness to work through obstacles.
- Able to multi-task and drive desired outcomes with tight timelines.
- Excellent stakeholder and project management skills.
- Strong interpersonal and written communication skills.