Manager, Business Process Re-Engineering

Overview

Manager, Business Process Re-Engineering To work with the project leads or participate in projects or initiatives that enhance customer experience and drive business process improvements across the organization. This role combines customer-centric thinking with structured process re-engineering to deliver sustainable outcomes aligned with the bank’s customer promise and operational excellence goals. Working closely with other departments to identify opportunities for improvement through analyzing the customers’ feedback. Key Responsibilities

Customer Experience : Participate and support the implementation of initiatives that promote a customer-first culture across all touchpoints. Assist in reporting, monitoring and analyzing customer feedback, including Net Promoter Score (NPS) results, to identify service improvement opportunities. Coordinate and design internal communications and engagement activities to promote the G.R.E.A.T program. Collaborate with branches and departments to follow up on customer-related action plans. Responsible in regulatory reporting processes and ensure timely submission of required data. Assist in planning and executing process improvement initiatives in line with approved frameworks and methodologies. Conduct basic process mapping and analysis to identify inefficiencies and recommend improvements. Support cross-functional teams in documenting and tracking project progress and outcomes. Help ensure compliance with governance and documentation standards throughout project lifecycles. Conduct benchmarking against best practices to ensure our service is competitive and identify opportunities for improvement to stay ahead of competitors. Work with stakeholders to gather data and insights for performance tracking and decision-making. Net Promoter Score (NPS) : Monitoring and reporting of NPS scores and work with stakeholders to identify action plans from the survey results. Analyse the feedback and review customer experience from a journey perspective for opportunities to improve experience and drive usage / takeup rate. Managing the 2nd callback request by customers during the NPS survey and work closely with Customer Care unit on closer of the 2nd callback request. Others : Responsible for timely and accurate Regulatory reporting to ABM / BNM. Staying abreast with the latest trends and service innovations in the service industries. Human Capital

Role model for the G.R.E.A.T principles Collaborate with all levels of management, including senior level decision makers and executives Compliance & Risk Management

Ensure compliance to regulatory requirements, Bank’s standard operating procedures and management of risk to support the overall Bank’s risk management policies. Ensure that all policies and guidelines set by compliance are adhered to in the department and practice prudent risk taking Note : The original content contains otherwise extraneous postings and boilerplate elements that have been removed to improve clarity and relevance. No additional facts have been assumed beyond the provided information.

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