Job Purpose :
The Manager, Digital Service Transformation, Operations will apply process improvement and re-engineering methodologies and principles to conduct process modernization / transformation projects across operations.
His responsibilities include : process and data modeling, developing modern business techniques, identifying best practices, generating and assessing performance measurements, and continuous improvement.
Principles Accountabilities :
Lead the analyses of operations activity, business processes, and organizational structures using business process reengineering and improvement (BPR / BPI) methods and tools applying state of the art digital technologies such as Artificial Intelligence and Robotics
Enhancing end-to-end service quality in order to improve customer value and customer experience
Implementation of Operational Process Improvement initiatives using standard industry models e.g. Lean / Six Sigma across a variety of products and services
Drive implementation activities using change management approaches, interact with staff and senior leadership to accomplish project objectives
Work in a team environment and provide business process management expertise and project work streams
Support the program of organizational change to ensure that Digital Operations within CBD are accessible, efficient and capable of being consistently and accurately measured.
Communicate Lean and other process improvement methodologies to the organization
Develop and manage the processes for measuring the efficiency and effectiveness of both services provided internal and external
Redefining the traditional operational management role from reactive to pro-actively understanding the drivers of under-performance in processes, systems, and people
Implementing tactical improvement to continuously drive results for clients
Responsible for identifying process improvement opportunities, redesigning processes (e.g., lean improvements), establishing organization support, and launching projects
Ensures all applicable regulatory compliance and operational risk standards are met through effective oversight of daily work and systems, to ensure production deliverables and deadlines are met.
Support the development and implementation of policies and procedures necessary to support Operations processes
Support the development of service and operating agreements
Finance, banking, accounting, business or risk management degree or qualification.
Six Sigma qualification
Accredited in Lean
6 to 8 years’ experience across Operations
Excellent understanding of Banking Products and supporting digital technology solutions gained from hands-on experience in banking based operational and change-related roles
Experience of implementing continuous improvement processes
Service Design / Systems Thinking trained would be ideal but not essential
Excellent verbal and written communication skills
Strong stakeholder management skills across business and functional areas
High emotional intelligence and interpersonal skills
Proficiency with Microsoft Word, Excel, PowerPoint, Visio and Project
Ability to multi-task and work independently as well as part of a team; self-motivated
A formal project management qualification would be ideal but essential