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Operations Excellence Officer

Job Summary
The Operations Excellence Officer performs knowledge build-up of and governance over the Division’s fulfillment of regulatory, bank policy and product design and development good practices requirements; engagement with Compliance, Risk and Audit functions within the Bank for necessary alignments and policy/process adjustments related to product design and development; development and enhancement of the Governance Unit’s processes; and, back-up for business systems functions.
The Operations Excellence Officer also manages the division’s employee experience journey and works with the management team to sustain employee engagement.

Specific Duties & Responsibilities

  1. Core employee engagement and operations excellence functions
    • Maps the Division employee experience journey, designs employee engagement according to the design principles of the Division and towards the targeted state of employee engagement
    • Works with the Division Head, Management team, and HRMG in solving employee engagement pain points
    • Build-up the Division’s knowledge base on regulation related to product design and development
    • Verify the Division’s fulfillment of regulatory, bank policy and product design and development good practices requirements
    • Effectively engage with the appropriate Bank internal partners (e.g. Compliance, Risk and Audit functions) for advisory support such as clarification on regulatory requirements and bank policy, and, for exploring any necessary alignments and policy/process adjustments related to product design and development.
    • Support the product, design and technology departments in performing partnership assessments and accreditation of selected product design and development vendors/partners.
  2. Business systems functions back-up
    • Perform back-up function for Business Systems basic support processes for people and business operations during team member trainings and scheduled/emergency leaves, including, but not limited to, monitoring of people function requirements, training requests, procurement requests
  3. Division Process development and enhancement
    • Design, review and improve policy, processes, templates/tools on employee engagement and process governance processes
    • Align Division processes with the relevant regulation and bank policies, raising any required changes through the appropriate channels and authorities
    • Design and conduct training on Division processes to Division team members
    • Learn, imbibe and practice the Bank’s mission and vision, and, the Division’s identity and values.
    • Learn the basics of the core design and delivery process, in order to effectively plan and support the appropriate governance framework for the Division
  4. Division processes regulatory and bank policy compliance
    • Effectively engage with the appropriate Bank internal partners for regulations, policy, processes and requirements related to product design and development
    • Facilitate, monitor and ensure the Division’s compliance to such regulatory and bank policy requirements
    • Ensure early escalation of the Division’s compliance risks and issues
    • Monitor resolution of compliance issues and risk assessment/audit findings by the accountable person/team

Qualifications 

  • Any business or engineering degree, preferably with process design background
  • At least 5-7 years process design and implementation background, preferably in employee experience and product design and development
  • At least 5-7 years knowledge management background, preferably in knowledge build up, training and support
  • Experience in applying design frameworks such as Design Thinking, Human-centered Design
  • Wide-range Stakeholder engagement and communications experience, spanning rank and file to top management
  • Strong verbal communication and facilitation skills
  • Ability to create documentation focused on any of the following:
    • Process design
    • Policy/procedures document
    • Stakeholder communications/presentations
    • Process orientation material
    • Business communication
    • Minutes of meeting
  • Compliance, audit or regulatory experience either as subject or implementor

Practical/Non-technical

  • Service orientation
  • Improvement orientation
  • Ability to navigate unfamiliar/unknown subjects
  • Ability to work with a multi-domain team
  • Ability to prioritize and organize  work
  • Ability to learn fast

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