Advisor, Operational Service Quality Improvement (40001394)

Job Purpose

'The person holding the position is responsible for:

• Be the focal point for consulting, proposing and coordinating with related units on process optimization, forms, and operating methods.
• Support to improve design capacity for employees in the Process design and management department

Key Accountabilities

1. Improve operating process:

• Be the focal document contact point for operating procedures.
• Deep understanding on the business of core products: credit processing, payment, trade finance, cards... to identify areas for improvement in processes/forms/systems
• Ability to proactively identify operational risks of existing processes, evaluate and make recommendations, process improvements to prevent and minimize the risk/ damage.
• Advise and guide end users on how to use the newly improved processes, systems and documents
• Coordinate with other functional units to re design processes and implement system according to the approved design, timeline.
• Monitor, measure and evaluate the implementation of technology and process improvement activities post go live.
• Periodically review and improve the operating procedures
• Consult, advise the BOD on the organization and implementation of operational process improvements (for eg: AI application, automation system,...)
• Design and provide training programs and sessions to share knowledge, tools as well as new trending technology to improve the design capability of team members.

2. Risk management and compliance:

• Ensure process improvement and technology application comply with the bank and law's regulation

3. Perform other related tasks at the request of the BOM

Success Profile - Qualification and Experiences

Qualifications: 

-Graduate from university of majoring in Finance/ Banking, Economic, Bussiness Administration, Technology

• Have certificate in Lean Six Sigma, Agile/Waterfall Project Management in advance

Experience:

• At least 15 years of experience in process design and project management
• Experience in programs/projects to improve customer experience and operational efficiency

• Knowledge of quality management models and process improvement methods
• Preferrable Knowledge of core banking products: credit, card services, payment and trade finance...

Language: Fluent English (TOEIC 700 minimum)