Advisor, Operational Service Quality Improvement (40001394)

## Job Purpose

'The person holding the position is responsible for:
- Be the focal point for consulting, proposing and coordinating with related units on process optimization, forms, and operating methods.
- Support to improve design capacity for employees in the Process design and management department

## Key Accountabilities

1. Improve operating process:
- Be the focal document contact point for operating procedures.
- Deep understanding on the business of core products: credit processing, payment, trade finance, cards... to identify areas for improvement in processes/forms/systems
- Ability to proactively identify operational risks of existing processes, evaluate and make recommendations, process improvements to prevent and minimize the risk/ damage.
- Advise and guide end users on how to use the newly improved processes, systems and documents
- Coordinate with other functional units to re design processes and implement system according to the approved design, timeline.
- Monitor, measure and evaluate the implementation of technology and process improvement activities post go live.
- Periodically review and improve the operating procedures
- Consult, advise the BOD on the organization and implementation of operational process improvements (for eg: AI application, automation system,...)
- Design and provide training programs and sessions to share knowledge, tools as well as new trending technology to improve the design capability of team members.

2. Risk management and compliance:
- Ensure process improvement and technology application comply with the bank and law's regulation

3. Perform other related tasks at the request of the BOM

## Success Profile - Qualification and Experiences

Qualifications: 

-Graduate from university of majoring in Finance/ Banking, Economic, Bussiness Administration, Technology
- Have certificate in Lean Six Sigma, Agile/Waterfall Project Management in advance

Experience:
- At least 15 years of experience in process design and project management
- Experience in programs/projects to improve customer experience and operational efficiency

- Knowledge of quality management models and process improvement methods
- Preferrable Knowledge of core banking products: credit, card services, payment and trade finance...

Language: Fluent English (TOEIC 700 minimum)