Job
Description
This role requires excellent understanding of process management practices across multiple business lines & functions and proficiency in process improvement methodologies with strong stakeholder engagement skills. The person in the role delivers client-centric process improvements across the client; and builds Operational Excellence (OE) capabilities (via training & coaching). The person in the role is: Accountable and responsible for the execution of Operational Excellence initiatives for clients Accountable for various initiatives across the client, including OE framework development and launch, execution of process improvement programs, launch of process management benefits realization (incl. productivity gains and financial / non-financial benefits) Accountable for identifying process optimization opportunities and aligning priorities with regional / local stakeholders of the client Leading the operational alignment of process simplification initiatives Leading client's process improvement programs, from set-up to implementation; providing on-the-ground process management and improvement expertise Accountable for the outcomes of client's process improvement programs, including key process / customer journey performance metrics Building, developing and maintaining the relationship with client stakeholders (from senior management to staff on the ground Supporting the client in development and maintenance of standards and guidelines in line with the operational excellence frameworks (e.g. process universe, process governance and roles, definition and usage of e2e process KPIs, target setting and benefit tracking) Sharing learnings from process improvement programs and providing inputs to global design of target modular processes and customer journeys; co-accountable for global process outputs; ensuring global process designs are feasible to implement and fit-for-purpose in the region and its countries Responsible for developing capabilities and skills of client's business owners, process owners, process participants and; supporting capability development for using effective global process tooling RESPONSIBILITIES Strategy Contribute to formulation of client's operational strategy, ensuring alignment with strategic business outcomes Establish a portfolio of initiatives to achieve target outcomes including driving broad bank-wide cultural transformation Drive growth and branding of operational excellence initiatives in the client, help embed culture of sustainable continuous improvement Business Support operational efficiency, process optimization and client journey initiatives to help business stakeholders achieve scorecard outcomes Establish and maintain a highly engaged working relationship with shared accountability with global and local business and functional lines of the client Support the establishment of ownership of initiatives and outcomes among client leaders Support developing process culture and mindset across the client Processes Identify process priorities and design, prepare and execute process improvement programs across the client (geographies, business lines and functions) Design and support transformation initiatives for the client ensuring compliance with process / customer journey frameworks and ways of working Own and execute OE processes, e.g. process management framework and taxonomy implementation; process improvement program execution compliance; impact and benefit tracking Risk Management Ensure that OE proposed changes/reengineering do not compromise client's existing risks and controls and where required strengthen them Ensure process redesign/reengineering simplifies redundant, duplicate and unnecessary controls without value-added to effective risk management Engage process and risk control owners of the client upfront in design of process changes. Have oversight, direct tracking and monitoring of process improvement programs; and their impact on risk and control frameworks Governance Oversee delivery of OE portfolio of initiatives with accountability for delivering agreed outcomes for the client Guide client's business / process owners and their teams in becoming self-sustaining in new process/ work environments Have awareness and solid understanding of the regulatory framework in which the client operates, and the regulatory requirements and expectations relevant to the role. QUALIFICATIONS : Training, licenses, memberships and certifications 2-5+ years of experience with process management and improvements, and financial services experience Certifications like Lean and Six Sigma from ASQ, ISI and process mapping experience on tools like MS-Visio, Blueworks etc. is an added bonus Automation experience like RPA, AI/ ML are good to have skills Proven ability to prioritise issues within a large, rapidly changing environment and manage a wide variety / high volume of tasks while maintaining quality delivery Understands the operational environment, processes and controls needed to execute requirements. Handles sensitive matters with discretion and confidentiality A results-driven professional. Proven track record of achieving bottom-line results from process improvements. Takes ownership to deliver, with a high level of flexibility and a preparedness to roll up his/her sleeves to get the job done. Proven success in holding individuals accountable for progress against agreed deliverables Outstanding relationship building and management. Ability to engage stakeholders at different levels of seniority and create followership. Ability to formulate joint win-win agendas and follow them through to execution Strong influencing and communication skills oral, written and presentation. Proven success in communicating process terminology in a simple way A team player; multi-culturally aware with a proven ability to work in a global service delivery model, with onshore and offshore resources A proven ability to work independently, solve problems and make balanced judgments / decisions Demonstrates ability to work with limited direction and multi-task without loss of quality Confident and courageous to raise/escalate issues in a pro-active, professional, and timely manner
