JOB PROFILE SUMMARY
Manager Business Process management role is focused on raising the level of efficiency and effectiveness of the implemented process initiatives; to offer specialized services and support in process management and automation with exceptional customer experience, motivate business growth, risk mitigation and cost containment in mind.
KEY PERFORMANCE INDICATORS (KPIs)
Compliance of Business Processes to bank policy and regulatory requirements.
Cost leadership with Business growth focus.
Process performance and quality of process output.
Success rate of system changes and process improvement initiatives in delivering business outcomes.
Customer satisfaction index
KEY RESPONSIBILITIES
Lead the designing and collaboration with internal stakeholders to track metrics and key performance indicators for each process improvement project.
Lead the analysis of process improvement projects and initiatives end to end.
Lead the analysis and development of solutions that facilitate continuous productivity, capacity, and quality improvement across all dimensions within the Bank.
Manage proactive and consistent research to identify process improvement opportunities including areas of focus, scoping of the project, prioritization, key deliverables, and successful outcomes.
Manage the creation of business architecture models demonstrating how products, operations and systems interoperate within the organization.
Deliver analysis to determine best path for solving business problems/opportunities that may include process improvement, systems enhancement, user training, and/or software procurement.
Ensure solutions developed across organization are aligned to Bank’s architecture standards and principles, leverage common solutions and services, and meet financial targets (cost and benefits).
Provide overall direction, guidance and definition of business architecture to effectively support business strategy.
Apply and utilize business modelling methods to ensure results-oriented deliverables in a way that can be reconstructed and used as a corporate knowledge resource available to project level initiatives as and decision making.
Act as a subject matter expert in the development of business architecture framework development, tool suite selection and design and methodology development.
Partner with IT team in developing an IT framework that aligns with the business plan.
Function as a liaison to Business and IT partners to gain a broad understanding of industry trends and innovations, and their impact on technology.
Manage the Business continuity Planning and execution and support enforcement the Branch control environment protocols.
Lead the effort to work with business leaders to identify business capability needs and prioritization.
Lead the effort to identify and document capability and initiative needs and strategic prioritization into business architecture deliverables (roadmaps etc.).
Provide architectural oversight of projects; ensure requirements are in alignment with business strategies and business architecture roadmap/framework.
Manages relationships with business partners and sponsors to help them understand business cases and to foster a culture of continuous improvement across the Bank.
Build and maintain positive working relationships with all levels of staff, External Vendors and serve as resource for BPM related issue resolution.
Drive customer experience metrics that reduce the effort to receive service from the Bank due to process hurdles.
Be self-driven and directed. Build own skills in problem solving and effective presentations, communication and writing skills.
Train, guide and provide leadership, direction to the business team.
Any other duty provided by line manager.
RELATIONSHIP
Internal
All Units/Divisions
Line Managers
Process and Risk champions
External
Bank Customers
STAFF SUPERVISION RESPONSIBILITIES
Staff Reporting Directly to the Job Holder
Analyst – Business Process management
Manager Account Operations and record management.
Others Reporting Indirectly
None
MINIMUM QUALIFICATIONS/EXPERIENCE (REQUIRED FOR THE JOB)
A Business or related degree from a recognized university
A professional certification in Business Process Models and methodology – Lean Six Sigma, ABPMP
Project Management Professional certification
Knowledge & Experience
8 years of business or process analysis experience
Experience in Business Process Models
Experience with MS Office (Word, Excel, and PowerPoint), Visio and Share point.
Operational Excellence
ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT)
A Master’s degree in a business-related field
Risk Management Certification
LSS Black Belt Certification.
COMPETENCIES REQUIRED
Excellent interpersonal, communication and negotiation skills
Excellent writing and presentation skills.
Knowledge of the bank’s products, services, and policies
Excellent Customer Experience skills
Analytical thinking
Decisiveness & Judgement
Personal and Team Organization
Meeting customer needs
Managing relationships
Self-development
Adaptability
Working with others
Active listening
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