Operations: a range of essential and complex services to ensure processes across the bank work as effectively and efficiently as possible
Job Purpose
Provide strong operational support to the Operational Excellence function by:
a) reviewing, documenting and publishing Bank processes in line with set bank policies and procedures.
b) compiling and providing relevant, accurate and timely reporting.
Key Responsibilities/Accountabilities
Design of new and refined business processes
Facilitate process design workshops with participants from across the process value chain. Document the to-be processes using process flow diagrams and supporting documents in the format as required by the bank (for example Aris or MS Visio maps).
Engage with operational risk and compliance teams to review the new processes from a control and compliance perspective. Improve the control points if required.
Work with business teams and project managers to conduct proof of concept exercises to test the viability of the processes. If required, make changes in the process steps.
Identify processes changes that would benefit from running in live pilots before rolling out to the larger organisation. Ensure that there is a mechanism in place to obtain critical feedback from pilot sites or divisions. Incorporate improvements into the processes before deploying.
Where required, conduct process-based cost analysis on the different parts of the process including determining the commercial impact of the process changes in relation to previous processes. Ensure that any financial benefits that are realised in the new process are validated by Finance and accounted for in the project benefits.
Lead the updating of requirements and process designs as new information comes to light.
Assess the risks and potential impacts of new or updated processes on systems, related processes and control measures. Highlight the risks to the process owner together with recommendations for mitigating actions. Where technology changes are required due to process or control changes, participate in the development of the system specifications.
Ensure that the processes pass control assessments conducted by operational risk and audit teams. Close any gaps that they may identify and own the action items related to the process design.
For selected processes, work with execution teams or back office teams to develop supporting service level agreements, uptime requirements and other key metrics.
Participate in the development of training manuals, quick reference guides and other materials that explain the processes to employees
Assess existing business processes for their relevance and efficiency
Work with business process owners to define the priority list of business processes that could be automated or simplified.
Review the processes using productivity data, cost analysis and other means to determine what the improvement opportunities are. Determine if more research or analysis is required and what the most appropriate research would be. Further research could include activities such work study with people performing the process steps, desk-based research on alternative processes or reviews of incident logs and audit/assurance reviews.
Make recommendations to process owners and other leaders in the business unit on which processes should be prioritised based on the research findings.
Contribute to the development of business cases for process re-engineering that will require direct expense or formal projects to be launched by providing a view on the effort that will be required and the types of resources that will be needed.
Develop the case for internal process changes or small enhancements and obtain approval from the business unit leadership and the process owner before commencing redesign work.
Process Governance and Standardisation
Ensure that strict version control and document management is applied to process maps and supporting work instructions and RASCI charts.
Act as a key point of contact during audit reviews of processes. Ensure that all the documentation auditors need to review processes are made available.
Provide guidance to external contractors or consultants that are contracted to do process design work on the process standards, tools and methods used in the bank. On request, perform quality assurance on their process documentation.
Track and monitor that all process changes are aligned to supporting items such as policy documents, detailed work instructions, job aids and reference guides.
Ensuring that the quality management system conforms to the requirements of the International Standards – ISO 9001:2015
Reporting on the performance of the quality management system and on opportunities for improvement.
Ensuring that the integrity of the quality management system is maintained when changes to the quality management system are planned and implemented
Reporting
Employ a variety of analysis tools, gather management information across assigned units and design specific relevant reports to management.
Provide relevant, accurate and timely reporting to senior management and governance committees.
Compliance
Outputs and measures
Ensure implementation and adoption of all Compliance, Anti-Money Laundering and Sanctions related requirements contained in policies, procedures and processes. This includes monitoring and identifying any material compliance related breaches and escalating them to line management and the Compliance Office.
Stakeholder Engagement
Builds and maintain credible and value adding relationships with stakeholders, including management and peers.
Preferred Qualification and Experience
Minimum Qualifications
First Degree
Field of Study: Engineering/Business
Other qualifications or certifications
Lean Six Sigma Certification – Yellow or Green Belt
Project Management
Experience
Business Support
Business Operations
Years: 3-4 Years
Experience Description: Process design and drafting.
Knowledge/Technical Skills/Expertise
Behavioural Competencies
Examining Information
This emphasises logical reasoning, specifically when referring to an individuals’ understanding of information and the clear communication of such information in writing. Logical reasoning is supported by a fact based or objective approach.
Generating Ideas
The greater the number of alternative ideas or solutions generated, the greater the probability of finding a good solution. This competency is about how fluent an individual is at generating ideas, the number of ideas they generate and how confident they are in their ability to generate unusual ideas or favour radical solutions. This is further enhanced by the extent to which an individual enjoys the creative process.
Convincing People
This competency is about bringing others over to your point of view. The emphasis in this competency is on being persuasive and taking a negotiating approach. In addition, “Convincing People” focuses on individuals being able to shape others’ opinions.
Checking Details
This competency is concerned with the careful checking and confirmation of details in a task. Another behaviour associated with the “Checking Details” competency is being accurate. Being accurate requires individuals to have a strong quality orientation as well as to be thorough and detailed in their approach when completing tasks in order to avoid making mistakes.
Producing Outputs
This competency is about ensuring that tasks are completed within the given time-frame. Behaviours that are emphasised in this competency include working at a fast pace, maintaining productivity and multi-tasking.
Adopting Practical Approaches
Adopting practical solutions with an emphasis on learning by doing. This competency requires individuals to utilise common sense when required. Ultimately, this competency is important in order to ensure that organisations implement feasible solutions.
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