The Function Purpose
Support the design, analysis, and improvement of bank processes to enhance efficiency, reduce errors, and improve customer experience.
Main Responsibilities
- Assist in mapping, analyzing, and documenting AS-IS and TO-BE processes.
- Identify process inefficiencies, bottlenecks, and improvement opportunities.
- Support automation assessments and coordinate with IT department on process digitization.
- Collect and analyze data related to process performance, TAT, volumes, and errors.
- Prepare reports highlighting process performance improvements and gaps.
- Maintain updated process documentation and ensure alignment with standards.
- Collaborate with Quality Assurance and Customer Experience teams to analyze error trends and customer pain points.
- Support corrective and preventive actions to improve operational quality.
- Participate in setting, reviewing, and updating process KPIs in coordination with direct manager.
- Conduct required studies to support performance enhancement requests (e.g., workload assessment, authorities and approval levels, capacity studies, and productivity analysis.
- Direct the review and quality assurance of new updated procedures on Igraphix, ensuring approved versions are properly integrated, linked with related forms SLA, and workflows and stored properly.
- Review, update and build processes workflow on igraphix.
Background
- Bachelor’s degree
- (3+) years of relevant experience
