Expert, Operational Service Quality Improvement

Job Purpose

The job holder will consolidate data points and analyse operational processes, design, test and support the implementation of technology. The job holder will design processes on technology systems to ensure efficiency and quality requirements to deliver operational excellence and profitability.

Key Accountabilities (1)

Operational Process Improvement
- Research and analyse existing operating processes to identify gaps for process improvement.
- Review/exchange data points, findings, analysis and provide improvement suggestions/timely feedback to relevant stakeholders.
- Coordinate with other functional units to build detailed process design and deploy technology systems per agreed design.
- Monitor, measure and evaluate the implementation of technology and process improvement activities based on agreed schedule and quality standards.
- Periodically review and improve the operating procedures for the Division.

Key Accountabilities (2)

Risk Management and Compliance
- Support the management of operational risks and comply with requirements.
- Ensure new and improved process designs and technology application comply with required standards to address operational gaps and inefficiences.

Key Accountabilities (3)

Key Relationships - Direct Manager

Director, Operational Service Quality Improvement

Key Relationships - Direct Reports

N/A

Key Relationships - Internal Stakeholders

Functional and project teams within and across divisions

Key Relationships - External Stakeholders

Partners providing professional services

Success Profile - Qualification and Experiences

- A Bachelor's degree or higher in Banking and Finance, Economics, Business Administration, Operations Management
- Professional certification in Lean Six Sigma, Kaizen, Agile/Waterfall Project Management is preferred
- At least 8 years of experience in process design and project management 
- Experienced in programs/projects to improve customer experience and operational efficiencies
- Knowledgeable in credit banking, card services, payment and trade finance
- Knowledgeable in quality management models and process improvement methodologies
- Business English standard of proficiency as required for the role