The Role 

Specifically, the successful jobholder will be required to:

• Review, standardize, and continuously improve end-to-end processes and policies across Business Units to ensure efficiency, compliance, and customer-centricity.
• Champion digitization, digitalization and automation of customer and employee interaction points, leveraging BPM, RPA, and low-code workflow platforms.
• Partner with Business Units to analyze current systems and processes, identify pain points, and design optimized solutions that balance cost, risk, time, and quality.
• Lead process improvement and innovation initiatives, applying Lean Six Sigma, process re-engineering, and digital transformation practices to enhance productivity, reduce costs, and improve customer experience.
• Drive measurable improvements in cost-to-income ratio and other KPIs by optimizing time (TAT), cost, risk, and quality
• Monitor and report performance against agreed KPIs, providing insights to Senior Management for data-driven decision-making.
• Lead process improvement projects by leveraging technology, automation, and redesigned processes to improve efficiency, accuracy, and customer responsiveness while minimizing risk.
• Proactively analyze regulatory requirements (KBA, CBK) to assess impact on bank processes and platforms, and develop actionable implementation plans.
• Research industry trends, regulatory requirements, and market best practices to recommend and implement innovative solutions.
• Drive adoption and sustainability of process changes through structured change management, training, and continuous communication.

Skills, Competencies and Experience

The successful candidate will be required to have the following skills and competencies:

• A Bachelor’s degree in Information Technology and/or Business-related fields from a recognized university.
• Relevant experience in Business Process Management as well as sound general IT knowledge.
• Professional Qualification in Lean Six Sigma, CBPP, CBAP, Project Management or ITIL is a plus.
• Strong analytical and problem-solving skills with ability to translate data into actionable insights.
• Excellent communication, business writing, facilitation, and stakeholder management skills, with proven ability to drive adoption of process changes.
• High attention to detail, accuracy, and ability to manage multiple priorities in a fast-paced environment.