Job Description

Responsibilities:

• Review and re‑engineer processes to remove bottlenecks, duplications, and inefficiencies (process decongestion) while ensuring every step adds customer value. Think Solution for decongesting bank channel & simplification for customers.

• Act as a process challenger, questioning legacy norms and introducing innovative, customer‑first practices anchored in the Customer 360 journey.

• Design decongested workflows that improve speed, compliance, and customer success metrics.

Business Analysis & Documentation

• Translate business needs into customer‑centric BRDs, PRDs, and user stories that directly strengthen Cust360 capabilities and enable proactive service.

• Ensure all requirements are streamlined, decongested, and prioritized for maximum impact on efficiency and customer outcomes.

Stakeholder Collaboration & Engagement

• Facilitate cross‑functional workshops that promote Cust360 adoption, process decongestion, and challenge the “as‑is” way of working.

• Act as a bridge between business, operations, technology, and compliance to ensure aligned, customer‑focused delivery.

Governance & Quality

• Maintain strong governance around change requests, ensuring simplified and decongested processes comply with regulatory standards.

• Track transformation progress with dual focus: efficiency KPIs (cost/time savings, automation) and customer success KPIs (NPS, digital adoption, satisfaction).

• Drive version control, approvals, and documentation that reflect evolving customer expectations.

Impact Delivery

• Deliver measurable business and customer outcomes by embedding Cust360 insights into process improvements.

• Demonstrate success through decongested, simplified, and customer‑centric processes that elevate satisfaction, loyalty, and retention.

• Review and optimize processes to eliminate inefficiencies, focusing on customer value.
• Act as a process innovator, questioning traditional methods and introducing customer-first practices.
• Design efficient workflows to enhance speed, compliance, and customer success metrics.
• Translate business requirements into customer-centric BRDs, PRDs, and user stories.
• Streamline and prioritize requirements for maximum impact on efficiency and customer experience.
• Facilitate cross-functional workshops to promote process decongestion and Cust360 adoption.
• Bridge the gap between business, operations, technology, and compliance for aligned delivery.
• Maintain strong governance over change requests, ensuring regulatory compliance.
• Track transformation progress through efficiency and customer success KPIs.
• Embed Cust360 insights into process improvements, demonstrating measurable business and customer outcomes.

• Proven experience in process re-engineering and customer-centric design.
• Strong leadership and collaboration skills for cross-functional engagement.
• Excellent understanding of regulatory standards and compliance.
• Ability to translate business needs into actionable documentation.
• Experience in facilitating workshops and driving process improvements.
• Analytical mindset with a focus on efficiency and customer success metrics.
• Strong communication and presentation skills.
• Proficiency in relevant software and tools for process documentation.
• Ability to work independently and manage multiple projects.
• A passion for innovation and a customer-first approach.