SENIOR SPECIALIST BUSINESS AUTOMATION AND OPTIMIZATION
Job Description
Job purpose
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
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.
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Establish a strategy to align improvement or design efforts with critical issues that affect operational excellence, productivity and customer satisfaction.
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Work with key business stakeholders to build a continuous improvement environment to support an ongoing change/continuous improvement.
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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.
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Challenge status quo and ensure proposed solutions for improvement are aligned with organizational goals and objectives.
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Serve as a research specialist for implementing best practice on emerging innovation and support of continuous improvement efforts.
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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
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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.
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Analyze existing workflows, perform benchmark gap analysis and assist in the design to transform workflows.
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Conduct value stream analysis based on the current business operations, recommend and design the lean processes that will meet industry standard before digital automation
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