Job Description
A. SUMMARY OF ROLE:
The Service Improvement Lead is responsible for coordinating and executing initiatives aimed at improving service delivery across departments within the bank. The role supports the development of service standards and drives operational efficiency through targeted process enhancements, and regulatory aligned change coordination. The incumbent works with cross-functional teams to identify gaps, implement improvements, and contribute to a culture of service excellence.
KEY RESPONSIBILITIES:
Responsibilities
1. Process Improvement Initiatives
• Participate in cross-functional service improvement initiatives targeting key operational or customer pain points.
• Facilitate root cause analysis and process mapping sessions.
• Support the execution of action plans and monitor post-implementation results.
• Use branch visits, employee feedback, and post-implementation reviews to identify recurring service gaps and validate improvement outcomes.
2. Standardization & Best Practice Promotion
• Promote adherence to approved service standards, turnaround time commitments, and escalation protocols.
• Identify and share best practices across departments to ensure consistent service delivery.
• Contribute to documentation of improved processes and service frameworks.
3. Stakeholder Coordination & Change Support
• Collaborate with business units and enabling functions to gather input and validate improvement proposals.
• Act as a change agent to drive adoption of service enhancements and process reforms.
• Support training and communication efforts to reinforce new practices and behaviors
4. Process Innovation, Automation & Digitalization:
• Drive continuous process improvement through innovative, automated, and digital solutions once required
5. Business Control & Governance
• Ensure adherence to the bank's policies, regulatory requirements, and industry standards in all operational activities.
Requirements
•
Bachelor’s degree in business administration, Quality Management, or related field
• Minimum 5 years of total experience with 3–5 years of experience in service delivery, process improvement, or change management roles within a banking or financial services environment.
