Head, Process Intell & Support

Head, Process Intell & Support

RHB Banking Group
Kuala Lumpur Malaysia
5-8 years
Not Specified

Job Description

Primary Objective:
  • Lead and promote the intrapreneurship culture and human-centered design across the organization aiming to inspire people and identify joint innovation opportunities to improve customer experience and optimize branch performance via productive and fool prove working process.
  • Driving process innovation through research, explore and accelerate solution/ ideas to improve branch processes and customer journey including reviewing the existing and new processes.
  • Identify, design and evaluate model solution through design thinking methodology and partners engagement. Lead innovation strategy, initiative and projects holistically, aligned with FIT22 strategy - transforming the organization through customer excellence and centricity by enabling digital innovation and improve branch productivity.
  • Amplify and elevate branch/operations services through innovative process management to deliver comprehensive range of products/ services and sustainable ecosystems in meeting changing customer needs, i.e omni-channel. Managing business relationship with partners and branch communities, advocate collaboration with technology/Fintech and various functions to drive initiatives.
  • Responsible for first line of support for branch inquiry and complaint management. Controlling branch decision centrally.

Key Responsibilities:
- Review, analyze and innovate process enhancement to address pain points, regulatory requirement and customer journey- Strategically plan for process enhancement with minimal impact to branch- Review, analyze and translate process performance to actionable improvement- Developing business requirement based on system change and potential impact to other system interface - Engage and work closely with stakeholders in making sure deliverable target and system implementation execute timely.- Review and develop business case and assess system impact analysis to minimize production impact- Working closely with stakeholders, business partners in translating the Digital roadmap for retail deposits into executable tasks for delivery translation- Interface with system engineering to clarify and prioritize project requirements, process re-engineering, and user-centered design during the development process- Review and assess feedback by business and other stakeholders to optimize branch performance- Establish, ideate and lead the proposed solution with advise by System Developer to manage production issue- Developing / enhance new or existing process flow with new system implementation- Collaboration with other business unit and stakeholder in project and new innovation- Review weekly/monthly reports performance for management reporting- Any other duties as assigned by SBG/SFG
5 yearsSystems
Branch processes
Dental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards

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