Senior Expert, Operational Service Quality Improvement

Job Purpose

Operational Service Quality Improvement is responsible for enhancing operational excellence, managing operational risks, ensuring regulatory compliance, and driving continuous improvement initiatives across banking operations. This role requires strategic thinking, strong analytical capabilities, and an in-depth understanding of oversea remittance and cross-border transfer processes to ensure high service quality and efficiency. 

Key Accountabilities (1)

Operational Excellence:   

- Identify and lead initiatives to improve operational performance, streamline processes, and reduce turnaround times in banking operations, with a focus on cross-border services.  
- Define and monitor key service quality KPIs and SLAs to ensure consistent and efficient delivery of services.  

Risk Management & Compliance:   

- Assess operational risks related to cross-border and remittance transactions, and work with risk and compliance teams to implement mitigation measures.   
- Ensure processes adhere to regulatory requirements and international standards (e.g., AML, FATF, SWIFT, central bank regulations).  

Process Improvement:   

- Use Lean, Six Sigma, or other quality tools to analyze bottlenecks and inefficiencies in existing operational workflows.   
- Propose and implement sustainable solutions for continuous improvement. 

Key Accountabilities (2)

Stakeholder Collaboration:   

- Collaborate with frontline team, compliance, IT, and other teams to design customer-centric and compliant cross-border solutions.   
- Support change management and training initiatives for new or improved processes.

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 12 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