Head of process monitring

To drive operational efficiency, ensure governance and compliance, and support business growth through structured process improvement, stakeholder coordination, and data-driven insights while enhancing customer experience and leading high-performing teams.

Key Responsibilities & KRAs

1. Process Monitoring & Improvements

• Monitor and analyze existing business processes to identify inefficiencies and ensure compliance.
• Recommend and implement process enhancements to drive operational efficiency and improve service delivery.

2. Governance: Audit, Risk Management & Compliance

• Proactively manage governance activities with a focus on audit, risk, and regulatory compliance.
• Liaise with internal and external stakeholders for timely completion of audits and mitigation of risks.
• Regularly review, update, and maintain all customer-facing information, including contracts, documents, and website content, ensuring accuracy and compliance.

3. MIS: Reports & Analysis

• Generate timely and accurate MIS reports to support business growth and PAR (Portfolio at Risk) control.
• Provide ad-hoc analysis and reports for senior management and key stakeholders.
• Prepare high-quality presentations for internal and external meetings, aiding in strategic decision-making.

4. Customer Experience

• Ensure timely resolution of customer complaints, maintaining high customer satisfaction levels.
• Continuously identify and implement initiatives to improve customer experience and service quality.

5. Leadership & Team Management

• Contribute actively to business growth strategies and PAR control initiatives.
• Collaborate effectively with cross-functional teams and senior leadership to drive business objectives.
• Lead and manage a results-driven team, ensuring alignment with organizational goals.
• Monitor and enhance team performance through regular reviews and performance management system (PMS) ratings.