Manager, Business Process

About the job: If you are looking to excel and make a difference, take a closer look at us This position 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.

**Summary**:

- The job holder (a single-contributor role) 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.
- The role will work with internal cross-functional teams to ensure timely execution of identified areas of improvement and 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 & recommendations for improvement.
- In addition, the job holder will administer/oversee transformational initiatives and ensure that they are delivered within stipulated timelines.

**Responsibilities**:

- 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.
- Manage key initiatives impacting customer experience through the standardisation & enhancement of SOPs, processes & policies to improve service quality and control.
- Develop and administer a system for collating multi-channelled customer insights and feedback.
- Analyse collated customer 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.
- Be the point of escalation for complex queries and complaints, and ensure prompt resolutions.
- Collaborate with internal stakeholders to establish clear performance goals for employees in customer-facing roles.
- 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.
- Oversee/Administer transformational initiatives and projects to ensure that all internal departments play their part in meeting the stipulated project timelines.

**Requirements**:

- 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 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.