Head process & Improvement

Head of Process Improvement Division

Position Description Lead the redesign of all processes across the Bank, utilizing the latest digital and technology tools to reduce processing time, error rates, customer pain points, manual intervention, non-value added steps, handoffs, redundant controls, and bottlenecks, thereby delivering a better customer experience.

Duties and Responsibilities

Build and train a process improvement team with the latest best practices for process management (i.e. Six Sigma, Kaizen, etc.) Work with Division Heads and Department Heads to build, document, and maintain the Bank's Process Universe. Design and implement a plan to establish process ownership among the Department Heads. Design and update the Process Heatmap, and deploy teams to help departments redesign their processes. Design and implement dashboards to monitor process productivity, process efficiency, processing time, wait time, error rates, etc. Incorporate digital and technology tools to automate processes, reduce manual work, and increase Straight-Through-Processing. Oversee the agenda and meetings for the Operational Excellence Forum. Design and implement a program for continuous improvement sprints.

Qualifications and Requirements

10+ years in operational excellence, project management, and process improvement in a financial institution. Certification in Six Sigma and/or Kaizen. Strong stakeholder management and change management capability. Good interpersonal skill to effectively work across all divisions and departments of the Bank. Excellent both written and spoken in English