Advisor, Operational Service Quality Improvement (40001394)

Job Purpose

'The person holding the position is responsible for:
- Be the focal point for consulting, proposing and coordinating with related units on process optimization, forms, and operating methods.
- Support to improve design capacity for employees in the Process design and management department

Key Accountabilities (1)

1. Improve operating process:
- Be the focal document contact point for operating procedures.
- Deep understanding on the business of core products: credit processing, payment, trade finance, cards... to identify areas for improvement in processes/forms/systems
- Ability to proactively identify operational risks of existing processes, evaluate and make recommendations, process improvements to prevent and minimize the risk/ damage.
- Advise and guide end users on how to use the newly improved processes, systems and documents
- Coordinate with other functional units to re design processes and implement system according to the approved design, timeline.
- Monitor, measure and evaluate the implementation of technology and process improvement activities post go live.
- Periodically review and improve the operating procedures
- Consult, advise the BOD on the organization and implementation of operational process improvements
- Design and provide training programs and sessions to share knowledge, tools as well as new trending technology to improve the design capability of team members.

Key Accountabilities (2)

2. Risk management and compliance:
- Ensure process improvement and technology application comply with the bank and law's regulation

Key Accountabilities (3)

3. Perform other related tasks at the request of the BOM

Key Relationships - Direct Manager

Head of Central of Operation Excellence

Key Relationships - Direct Reports

N/A

Key Relationships - Internal Stakeholders

Other units, divisions in TCB

Key Relationships - External Stakeholders

As requested per tasks

Success Profile - Qualification and Experiences

Qualifications: Graduate from university of majoring in Finance/ Banking, Economic, Bussiness Administration, Technology
- Have certificate in Lean Six Sigma, Agile/Waterfall Project Management in advance
Experience:
- At least 15 years of experience in process design and project management
- Experience in programs/projects to improve customer experience and operational efficiency
- Knowledge of core banking products: credit, card services, payment and trade finance...
- Knowledge of quality management models and process improvement methods
Language: Fluent English (listening, speaking, reading and writing)