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
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