Manager Productivity and Service Quality

2 days ago

Singapore The Bank of East Asia, Limited Full time

**The Role**:
Reporting to the Department Head and working within a team, you will
- initiate, manage and implement process improvement projects, process re-engineering projects and automation projects to streamline and automate end-to-end processes, in order to achieve improvement in productivity and efficiency, and reduction of costs and defects;
- design tools and work methods, and coordinate their usage across the Branch for standardization in approach, improvement in efficiency and enhancing the quality on the delivery of products and services to all the stakeholders;
- raise change requests for system enhancements when opportunities for automation are identified during the course of project work or through customers’ feedback;
- coordinate key activities such as user requirement gathering and user acceptance testing towards successful implementation of projects;
- assist the Head of Department in branch-wide initiatives, including any relevant training programs, to build a culture and mindset of continuous process improvement, innovation and customer focus;
- assist the Head of Department to handle and resolve all customers’ feedback and complaints in a fair, objective and timely manner;
- manage and implement service quality initiatives within the Branch to ensure consistent delivery of quality customer service for a positive end-to-end customer experience across the Branch’s touchpoints.

**Qualification and Experience**:

- Minimum 3 to 5 years’ working experience in related field, preferably in banking or financial services;
- Good knowledge of banking operations, processes and core banking systems;
- Proven ability in managing projects relating to service or business process re-design/re-engineering, and proven track record in business analysis, process re-design, measuring and managing key process indicators.
- Knowledge of project management skills, including project planning, meeting project timelines and budgets, and able to overcome challenges through problem solving, negotiation and root cause analysis.
- Proficiency in programming languages and experience in Robotic Process Automation is preferred.
- Six Sigma Green Belt Certification is a plus.

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