Job Description
Job Purpose
The role holder is responsible for managing, developing and driving cross-functional programs that help transform customer experience and create the building blocks for a customer-centric organization:
- Evaluate Existing Business Processes
- Create Documentation Outlining Process Improvements
- Manage Improvement Teams and Implementation Processes
- Conduct Ongoing Analyses
- Update Department Procedures and Policies
- Creates processes and integrates voice of the customer insights into cross-functional action plans
- Represents the voice of the customer throughout product lifecycle
- Drives the provision of an effective and robust complaint handling training and competence scheme that enables employees to deliver fair outcomes to customers.
- Drives root cause analysis and work with all channels to identify and implement business process improvements that will prevent recurrence of issues
- Review any process changes, product and service developments and external customer communication
- Supports the implementation of major transformation programs.
- Performs end to end review, reengineering and streamlining of key Service delivery processes
- Initiates, manages and delivers process improvement projects based on the improvement opportunities identified by the analytics team
Key Accountabilities:
Strategy Development and Implementation
- Leads key transformation projects, e.g. rethinking/ redesigning of key CBG customer processes, fixing priority customer pain points highlighted through customer feedback, or other key transformation initiatives
- Develops a roadmap for comprehensive redesign of acquisition and service processes
- Manages the full life cycle of project management including planning, execution and handovers
Change Management
- Lead the Transformation / digital projects / system fixes for CBG
- Lead the management of change through continuous improvement of functional systems, processes and practices taking into account global standards and changes in the business environment which demand proactive action plans.
- Proactively identifies and provides solutions for any strategic delivery risks and issues
- Defines and maintains list of customer transformation initiatives, and cascades FAB-wide transformation initiatives into CBG as required
- Articulates and strategize transformation initiatives into an actionable roadmap across CBG Businesses highlighted through customer feedback , or other key transformation initiatives
- Delivers high quality output in a timely manner by checking the progress of the projects against timelines and output against the quality parameters set by the Group
- Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas
Reporting
- Ensure that all functional reports are prepared timely and accurately and meet FAB requirements, policies and quality standards.
- Package and present progress, next steps and challenges regarding projects to the management as and when required
- Ensures timely program reporting is in place and distributed to key stakeholders/SPOCs in order to drive and influence informed decision making around priorities
- Leverage central function support teams to implement the projects (IT, Ops, Credit, etc.)
- Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas
- Proactively identifies and provides solutions for any strategic delivery risks and issues
- On time delivery of projects
- Achievement of no. of projects target
- Smooth operation of projects & project management
- Timeliness and accuracy of reports
Additional Information
#LI-KS1
