Senior Specialist Business Automation and Optimization

Role summary

Responsible for improvement of existing products, services and solutions as well as development of new ones by simplifying the associated customer journeys and processes to be lean and eliminate waste before digitizing to achieve better customer experience and operation excellence.

Principal Responsibilities

Qualifications Required

CRDB Bank is dedicated to upholding Sustainability and ESG practices and encourage applicants who share this commitment. The Bank also promotes an inclusive workplace, hence applications from women and individual with disabilities are encouraged.

It is important to note that CRDB Bank does not charge any fees for the application or recruitment process, and any requests for payment should be disregarded as they do not represent the bank’s practices.

Only Shortlisted Candidates will be Contacted.

• Review bank channels and their customer journeys benchmark with the markets offerings and propose required improvements and their roadmaps.
• Perform business process analysis of the current products/services, proposed application changes and new solution design requests.
• Identify, plan and implement key innovation assignments to improve quality and increase productivity resulting in significant business improvement and customer satisfaction.
• Establish a strategy to align improvement or design efforts with critical issues that affect operational excellence, productivity and customer satisfaction.
• Work with key business stakeholders to build a continuous improvement environment to support an ongoing change/continuous improvement.
• Collaborate with stakeholders to identify customer service expectations, agree SLAs and align to Customer Value Proposition in order to deliver an appropriate service with their performance metrics.
• Challenge status quo and ensure proposed solutions for improvement are aligned with organizational goals and objectives.
• Serve as a research specialist for implementing best practice on emerging innovation and support of continuous improvement efforts.
• Support the delivery of better value and greater efficiency through the identification and elimination of unnecessary complexity within business processes and identification of better innovative ways of working
• Analyze data related to workflow, value stream, and reporting to evaluate the efficiency of current-state business processes to create actionable insights for digital automation.
• Analyze existing workflows, perform benchmark gap analysis and assist in the design to transform workflows.
• Conduct value stream analysis based on the current business operations, recommend and design the lean processes that will meet industry standard before digital automation
• Responsible for VOC (Voice of Customer) to CTQs (critical-to-quality outputs) conversations as well as providing innovative business process models to improve and/or automate current products/services to meet customers’ expectation
• Bachelors degree in Computer Science, Software Engineering, Information Systems, Business Information Technology, or a related field. A postgraduate qualification will be an added advantage.
• Minimum of 3 years experience leading process analysis and redesign efforts utilizing lean methodology
• Demonstrated experience leading others in process analysis and redesign initiatives
• Strong analytical skills and ability to translate data into measurable action and present projects to management for evaluation and prioritization
• Ability to present complex processes in easy to understand terms to various cross functional stakeholders to receive approval and prioritization
• Considerable skills in process improvement, business transformation, customer service, communication, problem solving and team building.
• Ability to create detailed project plans and high-level milestones across cross functional teams to ensure projects are on track.
• Three-year college degree or equivalent combination of education and experience.
• Lean Six Sigma Green Belt or Certified Agile. Or Project Management Professional (PMP) or related certification is a plus.
• Data analytics and machine learning knowledge will be an added advantage.
• Must embrace change and have a proven record of accomplishment of process redesign.
• Excellent written and verbal communication skills
• Ability to effectively meet customer needs, taking responsibility for customer satisfaction.
• Ability to work in a fast-paced, team environment and under pressure of deadlines.