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| POSITION DESCRIPTION | BANKING & FINANCE INDUSTRIES OCTOBER 2008 |
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Process Manager |
| Position Code: | 390 | | Career Level: | 5 |
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Responsible for
Ensuring the successful execution of operational processes in line with business objectives and the desired customer experience. Driving the successful execution of processes by partners who may be internal or external, onshore or offshore. |
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Reports To
Head of Transaction Services. |
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Supervises
May supervise Operations staff. |
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Main Activities
Managing key operational processes and understanding the end-to-end processes, stakeholders and desired customer experience.
Managing the key process drivers and taking action to reduce costs, improve quality and improve customer service.
Engaging with all parties involved in the operational aspects of processes to deliver agreed customer experience, KPI's and unit costs.
Understanding current and potential "bottle necks/breakage points" and taking action to eliminate and improve quality and timeliness of output.
Managing and escalating processing errors, consistent with corporate policy.
Providing direction on changes to processes resulting from new business initiatives or regulatory or compliance changes. Engaging all parties to ensure changes are successfully implemented.
Ensuring the business unit and on/offshore vendors adhere to policies and procedures, regulatory and legislative requirements. Ensuring that complete and accurate documentation is maintained at all times.
Reporting operational metrics and business drivers.
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Key Skills
Strong communication skills.
Ability to build collaborative relationships with all stakeholders.
Ability to identify, understand and analyse issues and choose a course of action or develop an appropriate solution.
Demonstrated ability to understand the business and customers.
Understanding of operations processes and their relationship across the organisation both onshore and offshore.
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Internal Contacts
Business units involved in the operational aspects of processes. |
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External Contacts
On and/or offshore vendors. |
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Typical Experience
8 - 10 years experience in process and vendor management across multiple sites, coupled with relevent tertiary qualifications. |
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