Expert, Service Excellence & Process Improvement

A. JOB PURPOSE

• The job holder proposing solutions and being responsible for implementing automation projects/initiatives of KVH and the bank, ensuring automation projects/initiatives are completed on schedule and with quality within the approved budget and put it into use to achieve the expected effect

B. KEY ACCOUNTABILITIES

1. Implement automation initiatives:

• Conduct research, analysis, and propose solutions to optimize processes, automate, and digitize as required.

• Advise and recommend automation solutions for operational processes to senior management.

• Participate directly in implementing automated processes, including process redesign and technical deployment.

• Develop plans, allocate resources appropriately, and monitor implementation to ensure timely completion of assigned tasks.

• Evaluate the effectiveness of programs and propose adjustments to improve efficiency and quality of newly automated/digitized processes.

• Prepare instructional materials and deliver training for employees on new processes/initiatives and operating methods.

2. Research emerging technology trends:

• Explore the latest technologies and trends for application in improving operational processes; stay updated on banking-related knowledge.

• Develop documentation and conduct training sessions for team members on tools and emerging technologies to optimize operational processes.

3. Assess and improve operational service quality:

• Analyze feedback data from internal and external customers to identify bottlenecks and improvement opportunities.

• Establish and monitor service quality indicators (Service Quality KPIs).

• Recommend and implement improvement solutions to enhance user experience and operational efficiency.

4. Standardize and optimize processes:

• Review and standardize existing operational processes to simplify, reduce errors, and improve performance.

• Apply quality management methodologies such as Lean, Six Sigma, Kaizen, where appropriate.

5. Participate in strategic operational improvement projects:

• Act as the focal point or subject matter expert in large-scale improvement projects within the Operations Division.

• Ensure improvement projects are implemented on schedule and achieve the set objectives.

6. Training and internal communication:

• Organize training programs and internal communication initiatives to raise awareness and enhance quality improvement capabilities across operational units.

7. Monitor and report improvement results:

• Establish mechanisms to measure improvement effectiveness.

• Provide periodic reports on improvement outcomes to management and propose next steps.

8. Perform other assigned tasks:

• Carry out additional duties as directed by management or as required by projects.

C. REQUIREMENTS

Education:

• Bachelor’s degree in Finance, Banking, Business Administration, or Technology.

• Project management certifications such as PMP, Agile, Lean, or Six Sigma are a plus.

Professional Experience:

• Over 10 years of experience implementing initiatives/projects related to automation.

• Experience in process design.

• Proven track record in managing complex projects in banking, technology, retail, or start-up environments.

• In-depth knowledge and experience with banking systems, especially Core Banking, E-Banking, Treasury, Data Warehouse, Payments, etc.

• Strong understanding of process automation tools and platforms (RPA, workflow automation, low-code/no-code platforms).

• Solid knowledge of operational processes such as credit, payments, card operations, cash management, and call center.

• Experience in implementing process improvement projects from analysis to technical deployment.

Skills:

• Strong logical thinking and problem-solving skills with the ability to view processes systematically.

• Excellent communication and presentation skills; ability to consult and influence stakeholders.

• Project management skills: planning, resource allocation, progress tracking, and performance evaluation.

• Proficient in tools such as advanced Excel, Power BI/Tableau, Visio, or other process modeling tools.

• Ability to quickly learn and apply new technologies in practice.

Language:

• As per the bank’s regulations.