Manager, Process Improvement & Projects

  • Competitive
  • Kuala Lumpur, Federal Territory, Malaysien
  • Festanstellung, Vollzeit
  • Hong Leong Bank Berhad
  • 18 Nov 18

Manager, Process Improvement & Projects

Job Summary


Process Improvement

1. Responsible for defining, creating, reviewing and maintaining a complete process catalogue and working with stakeholders across the organization to define, document, review, and improve operational workflows in Contact Centre

2. Working at a strategic level and on a peer to peer basis with key stakeholders across the bank, and on a 'on the ground' basis with internal stakeholder on ongoing business process improvements.

3. Responsible for measuring process output, performing analysis to identify long term and quick-win enhancements.

4. Inspire and influence key stakeholders to significantly improve customer satisfaction by adopting innovative methods of business improvement

Project Management

1. Develop and manage realistic and comprehensive project plan (people, process and technology) that delivers the objectives.
2. Facilitate day to day coordination and act as a liaison between assigned project resources, project delivery owner and key stakeholders.
3. Holding project members accountable to timely completion of quality deliverables and milestone.
4. Able to translate business objectives into a coherent set of processes.
5. Priortise activities to make the best use of the department's resources and working with operational teams to implement the changes with minimal impact on business operations.

Key Responsibilities and Accountabilities

  • Develop and manage realistic and comprehensive project plan (people, process and technology) that delivers the objectives.
  • Facilitate day to day coordination and act as a liaison between assigned project resources, project delivery owner and key stakeholders.
  • Holding project members accountable to timely completion of quality deliverable's and milestone.
  • Able to translate business objectives into a coherent set of processes.
  • Prioritize activities to make the best use of the department's resources and working with operational teams to implement the changes with minimal impact on business operations

Jobholder Requirements


Qualification and Experience
  • Professional or tertiary qualification with 10 years related working experience.
  • Proven track record of working in Transformation/Improvement Projects, preferably in Banks or Contact Centre's, with evidence of leading process definition & improvement activities.
  • Industry standard qualification such as Lean Six Sigma with minimum Green Belt Certification and knowledge of one or more of the following: Project Management, Change Management Methodologies like PMP, Prince2, would be a plus.
  • Strong interpersonal, people management, influencing and communication skills.
  • Analytic thinking and well verse with Microsoft Office Utilities and other computing skills.
Special Skills
  • An Excel wizard would be a plus and skilled in Words, Power Point.
  • Good in English communication and writing skills
  • Able to communicate and work with a wide range of people
  • Passionate about statistics and data
  • Must have a strong passion in exploring new technology & digitalizatio n