Manager, Business Process Re-Engineering

Job Purpose

• To work with the project leads or participate in projects or initiatives that enhance customer experience and drive business process improvements across the organization.
• This role combines customer-centric thinking with structured process re-engineering to deliver sustainable outcomes aligned with the bank’s customer promise and operational excellence goals.
• Working closely with other departments to identify opportunities for improvement through analyzing the customers’ feedback.

Key Responsibilities

Customer Experience

• Participate and support the implementation of initiatives that promote a customer-first culture across all touchpoints.
• Assist in reporting, monitoring and analyzing customer feedback, including Net Promoter Score (NPS) results, to identify service improvement opportunities.
• Coordinate and design internal communications and engagement activities to promote the G.R.E.A.T program.
• Collaborate with branches and departments to follow up on customer-related action plans.
• Responsible in regulatory reporting processes and ensure timely submission of required data.
• Assist in planning and executing process improvement initiatives in line with approved frameworks and methodologies.
• Conduct basic process mapping and analysis to identify inefficiencies and recommend improvements.
• Support cross-functional teams in documenting and tracking project progress and outcomes.
• Help ensure compliance with governance and documentation standards throughout project lifecycles.
• Conduct benchmarking against the best practices to ensure our service is competitive and identify opportunities of improvement to stay ahead our competitors
• Work with stakeholders to gather data and insights for performance tracking and decision-making.

Net Promoter Score (NPS)

• Monitoring and reporting of NPS scores and work with stakeholders to identify action plans from the survey results.
• Analyse the feedback and review customer experience from a journey perspective for opportunities to improve experience and drive usage/takeup rate. 
• Managing the 2nd callback request by customers during the NPS survey and work closely with Customer Care unit on closer of the 2nd callback request

Others

• Responsible for timely and accurate Regulatory reporting to ABM/BNM.
• Staying abreast with the latest trends and service innovations in the service industries

Human Capital

• Role model for the G.R.E.A.T principles
• Collaborate with all levels of management, including senior level decision makers and executives

Compliance & Risk Management

• Ensure compliance to regulatory requirements, Bank’s standard operating procedures and management of risk to support the overall Bank’s risk management policies.
• Ensure that all policies and guidelines set by compliance are adhered to in the department and practice prudent risk taking