SENIOR SPECIALIST BUSINESS AUTOMATION AND OPTIMIZATION

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.

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.

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.

How to apply

Apply through the CRDB Bank careers portal for this vacancy. Applications are internal and external. CRDB Bank does not charge any fees for the application or recruitment process. Only shortlisted candidates will be contacted. Applications from women and individuals with disabilities are encouraged.