Business Process Reengineering Specialist
Finance House
Total years of experience :11 years, 6 Months
• Prepare Business process mapping, for “As is” process and review the process for areas of improvement.
• Develop SOP and Policies for retail finance business function.
• Identify process automation opportunities.
• Register, review, track, analyze and maintain Incident Reports Register.
• Perform Process Gap analysis/RCA for major incidents and report findings to management.
• Prepare presentation on the Incidents Analysis to the management.
• Manage interim process change request and amend the policies and procedures time to time.
• Maintain department quality documents for audit and department KPI measurement.
• Support Head Policies and Procedures in achieving department Strategy map objectives.
• Gather business change requirements as a business analyst.
•coordinate with business and IT to manage projects on Payroll (WPS) / Transaction system related changes.
• Manage Project stream KPI/SLA and resource utilisation.
• Lead the system integration project of Western union and Money Gram systems.
• knowledge on WPS Payroll/Bill Payment and Instant Money Transfer services.(Remittance)
Organisational wide Project Management -
• As part of the outsourcing strategy to reduce customer service cost and improve effectiveness. Managed project of setting up Global Contact Centre India and Philippines.(End to End project management) and support Global Contact Centre for migration of customer service activities from group countries.
• Implemented AML KYC project of storing soft copy customer ID and quick retrieval through Core system to Group countries.
CRM Design and Implementation
As part of the CRM Project team provided CRM overview briefing to business functions and group country heads to identify CRM Business requirement scope.
• Participated in the different software demos and implementation partner selection reviews.
• Lead CRM business requirement collection from Sales/Marketing/Global Contact Centre.
Quality Management:
• Maintain Department Quality Management documents and audit documents for Department grading system Audit.
• Bring new initiatives within the team.
• Department Newsletter release and best practice sharing to stakeholders.
• Monitor and report the adherence of group level Operational Risk Assurance Measures.
• Prepare Group Management summary on Assurance reviews, operational Risk and loss events of the Bank globally.
prepare the standard risk reports for the respective functions (CB, WB, HR, FINANCE and Support department).
• To provide risk Intelligence insights based on KCSA, Risk and loss MIS packs to Group Risk Committee.
• Participate in risk committee meetings and support adhoc reports on Banks risk and loss events.
• Generate credit cards business reports and provide an insight in to the cards sourcing and decision status to Sales, Operations, policy and Underwriters teams.
• Prepare Sr. Management Review presentation on Credit Cards product performance.
• Act as SPOC for entire cards business co-coordinating with sales, ops and under writer’s team for all credit card related information.
Business Performance Analysis - Africa SCB:
• To support the Business Planning manager with presentations on Africa region (CB& WB) performance.
• Attend con-calls with CIO’s and track projects status.
• Direct and control operations of the UAE, Bahrain, Qatar, Oman and Pakistan countries Static Data processes and to ensure that the agreed service standards are met.
• Undertake periodic self-assessment on key controls to assess the proper functioning and adequacy of existing controls.
• Morale - To promote an environment where team members develop a sense of involvement in the conduct of their regular work and contribute ideas with the objective of achieving excellence in service quality.
• Quality - To initiate and successfully follow up quality projects and productivity/work flow improvement reviews.
• Is proficient in Consumer & Retail Bank Liability Operations which include operating menu driven online systems like ebbs, Euronet - CMS, etc..., with special reference to Account Maintenance/ transaction processing for all Non financial services.
• Managed a team of 32 with 15 direct reports. Responsible for appraising their performance and providing periodic feedback to the team. Contribute to employee morale and retention strategy.
• Perform eBBS and other banking systems UAT and DR Testing.
• Perform BCP testing for the unit every half yearly and submit the BCP document with findings.
• Responsible for measuring and planning capacity and seat utilization, cross training and FTE requirements.
• Prepare KPI for the unit, study performance and CUR of the unit to improve billing revenue.
• Perform KCSA and act upon Audit findings and effectively mitigate risks identified.
• Monitoring the team performance and delivery timelines in processing US Health care medical claims.
• Client Communication and Project documentation
• Issue Escalation and Project training activities