Sr Manager - Business Excellence

Purpose:

- The jobholder is responsible for assisting the Head – Business Excellence in implementing the quality plan to support business initiatives. He/ she will also be responsible for implementing and monitoring quality service delivery standards, and managing all business support processes, including systems support and financial support.

Main Priorities:

- To successfully mentor the assigned quality projects for the designate functions

- Ensure all business processes are aligned with identified quality standards

- Ensure all quality standards are adhered to

- Develop a quality audit process to identify and track errors

- Develop and implement service standards at all customer and agent touch points

- Identify quality issues and process gaps, and recommend change for procedure, systems, and training

- Ensure that proper control is exercised over the provision of financial support including investment back - office and cash management services within Operations

- Ensure that Quality Training programmes are imparted to the designate functions

Qualifications:

- MBA/ post graduate with a range of business experience gained within the Group or similar financial services organisations, including quality control, process and internal audit.

Skills/ knowledge:

- Strong knowledge of quality and measurement tools and processes

- Skills in planning and delivering initiatives to improve overall performance and achieving business results in a competitive environment; with an understanding of IT and its role

- Strong leadership, team building, influencing and communicating skills

Experience:

- 5 - 10 years in back - office operations and service quality (at least 2 years)

- Proven management & administrative experience

- Certified Six Sigma Green Belts/Black Belt is a MUST

- Should have completed at least 2 Six Sigma projects and mentored at least 5 more

- Should have handled BPMS (Conceptualisation and deployment)

- Experience of working in a competitive financial services, regulated, environment

- Ability to plan deadlines

- Proven team handling skills