Process Excellence with an MNC Bank

Job Description:

Job Purpose

The incumbent to this position should resonate with Customer needs and needs to adhere to reengineering legacy processes and design new processes, in order to represent the interests of the customers across the Bank. It is imperative to ensure that these processes are best in class. Responsible for the development and delivery of the Business Process Excellence strategy, across all back-office operations, achieving improvements highlighted in the digital roadmap and which support the delivery of the Digital and Customer Experience strategies. Delivery of the strategy should result in an exemplary and consistent experience, across all customer channels and touchpoints driving superlative customer satisfaction levels and advocacy. Key Accountabilities Deliver Reengineering of processes adopting digitalization and automation • The incumbent needs to delve into various customer touch points and manual processes to reengineer it to be more customer-centric and minimize manual intervention and driving efficiency. • The incumbent should be able to analyze, design process workflows & as-is and to-be processes and be hands-on on any of the International Business Process Modelling Notation (BPMN) tools. • Create process champions within different business and support units to re-engineer existing manual processes and enable them to build online forms, wherever applicable with clear SLAs and built-in escalation matrix for processes outside TAT • Engage with a wide spectrum of teams ranging from Business, Operations, Risk, Technology and other channels in-order-to design and lead multiple strategic projects, typically 3-6 months in duration • Identify high-impact and high-volume processes and prioritise digitization and automation of such projects • Democratise Kanban, Agile & Six-Sigma principles within different business & support functions for value stream mapping, process reengineering & better tracking of the initiatives Drive Business Process Excellence • Re-engineering key client impacting processes end to end and measuring improvement • Deliver projects with benefits/outcomes – with tangible outputs which results in cost savings/cost-to-serve or improves Customer efficiency • Revamp processes to remove duplicate tasks and minimize manual activities • Identifying defects and opportunities for product and process improvements • Define TATs across processes, track % breaches beyond threshold and report to improve process control • Constantly seek ways to reduce TAT and errors in processing any query • Continuously add to knowledge base across channels to improve adoption of self-serve channels Improve Customer Experience • Support reimagining all internal processes from a customer experience standpoint and ensure that processes are aligned / revamped to deliver on the customer obsession agenda • Ensure that all customer touchpoints are enabled to deliver consistent and compelling and add value to customers, in terms of efficiency, service delivery, resolution of queries/issues and enhance the overall experience. • Act on customer feedback and internal stakeholders’ feedback to constantly improve the processes with an objective to make every process straight through, seamless, first-time right and without manual intervention • Create and circulate regular management dashboards on % processes reengineered through digitalized through e-forms, % SLA breaches, average time taken per process etc. • Incorporate customer feedback across channels and measure customer experience

Education and Experience Required • Should preferably be a Postgraduate with more than 5+ years of prior experience in a mix of product, customer experience, marketing, operations and service across Financial Services or Reengineering firms and IT Consulting companies • Green Belt/ Yellow belt certified in Six Sigma • Should have a prior experience in enhancing business process re-engineering using lean six sigma methodology with focus on customer experience through digital initiatives • Should be a strategic thinker, team leader and strong influencer and should be able to manage complex and diverse processes directly and indirectly by working with key local, regional and external stakeholders • Should constantly seek and share best practices, both internally and outside of the organisation and lead sustainable initiatives to improve & enhance customer experience • Should have adequate knowledge about the business workflow & digital initiatives • Strong business acumen and committed to over-coming internal barriers to adopt digital solutions