AVP- Process Excellence

13 أكتوبر، 2022

0 8 2 دقائق

Job Description

Job Description
The role holder is responsible for managing, developing and driving cross-functional programs that help transform customer experience and create the building blocks for a customer-centric organization:

Evaluate Existing Business Processes
Create Documentation Outlining Process Improvements
Manage Improvement Teams and Implementation Processes
Conduct Ongoing Analyses
Update Department Procedures and Policies
Creates processes and integrates voice of the customer insights into cross-functional action plans
Represents the voice of the customer throughout product lifecycle
Drives the provision of an effective and robust complaint handling training and competence scheme that enables employees to deliver fair outcomes to customers.
Drives root cause analysis and work with all channels to identify and implement business process improvements that will prevent recurrence of issues
Signs-off for any process changes, product and service developments and external customer communication
Supports the implementation of major transformation programs.
Performs end to end review, reengineering and streamlining of key Service delivery processes
Initiates, manages and delivers process improvement projects based on the improvement opportunities identified by the analytics team

Strategy Development and Implementation

Leads key transformation projects, e.g. rethinking/ redesigning of key CBG customer processes, fixing priority customer pain points highlighted through customer feedback, or other key transformation initiatives
Develops a roadmap for comprehensive redesign of acquisition and service processes
Manages the full life cycle of project management including planning, execution and handovers

Change Management

Lead the Transformation / digital projects / system fixes for CBG
Lead the management of change through continuous improvement of functional systems, processes and practices taking into account global standards and changes in the business environment which demand proactive action plans.
Proactively identifies and provides solutions for any strategic delivery risks and issues
Defines and maintains list of customer transformation initiatives, and cascades FAB-wide transformation initiatives into PBG as required
Articulates and strategize transformation initiatives into an actionable roadmap across PBG Businesses highlighted through customer feedback, or other key transformation initiatives
Delivers high quality output in a timely manner by checking the progress of the projects against timelines and output against the quality parameters set by the Group
Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas

Reporting

Ensure that all functional reports are prepared timely and accurately and meet FAB requirements, policies and quality standards.
Package and present progress, next steps and challenges regarding projects to the management as and when required
Ensures timely program reporting is in place and distributed to key stakeholders/SPOCs in order to drive and influence informed decision making around priorities
Leverage central function support teams to implement the projects (IT, Ops, Credit, etc.)
Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas
Proactively identifies and provides solutions for any strategic delivery risks and issues

Qualifications
Minimum Qualification

Minimum graduation with relevant local market knowledge, Retail Banking, Product & Services
Sound Compliance, Ops or Product or Sales Governance background
Good communication & Interpersonal skills

Minimum Experience