Senior Expert, Operational Service Quality Improvement

Job Purpose

Operational Service Quality Improvement is responsible for enhancing operational excellence, managing operational risks, ensuring regulatory compliance, and driving continuous improvement initiatives across banking operations. This role requires strategic thinking, strong analytical capabilities, and an in-depth understanding of oversea remittance and cross-border transfer processes to ensure high service quality and efficiency.

Key Accountabilities (1)

Operational Excellence:

- Identify and lead initiatives to improve operational performance, streamline processes, and reduce turnaround times in banking operations, with a focus on cross-border services.

- Define and monitor key service quality KPIs and SLAs to ensure consistent and efficient delivery of services.

Risk Management & Compliance:

- Assess operational risks related to cross-border and remittance transactions, and work with risk and compliance teams to implement mitigation measures.

- Ensure processes adhere to regulatory requirements and international standards (e.g., AML, FATF, SWIFT, central bank regulations).

Process Improvement:

- Use Lean, Six Sigma, or other quality tools to analyze bottlenecks and inefficiencies in existing operational workflows.

- Propose and implement sustainable solutions for continuous improvement.

Key Accountabilities (2)

Stakeholder Collaboration:

- Collaborate with frontline team, compliance, IT, and other teams to design customer-centric and compliant cross-border solutions.

- Support change management and training initiatives for new or improved processes.

Key Accountabilities (3)

Data & Reporting:

Analyze transaction and operational data to identify trends, anomalies, and areas of improvement.

- Bachelor’s Degree or higher in Business, Finance, Banking, or related field.

- Minimum 5 years of experience in banking operations, preferably in service quality improvement, process management, or operational risk.

- Solid understanding of oversea remittance and cross-border transfer processes and related compliance requirements.

- Strong analytical and problem-solving skills, with experience in root cause analysis and continuous improvement tools.

- Excellent communication, stakeholder management, and project coordination skills.

- Proficient in MS Office; experience with data analytics tools is a plus.

- Certifications in Lean Six Sigma, Risk Management, or Compliance are advantageous.