Lead and promote the operational excellent culture and human-centered design across the organization aiming to inspire people to identify innovation opportunities to improve customer experience and optimize branch performance through productive and efficient process.
Formulate BSCO operations strategy align with Group Retail Strategy, regulatory requirement and business direction.
Design operational policy and procedure align with overall branch and sales center strategy.
Driving process and system innovation with enhanced research, industry practice and learning from regulatory findings to improve branch and sales center processes and customer journey both for existing and new processes.
Lead and process design and solution via 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.
Oversee and lead the implementation of technology solutions for branch and sales center systems
Amplify and elevate branch and sales center through continuous engagement to acquire feedback, solve issue and training.
Managing stakeholder relationship with partners and branch communities, advocate collaboration to drive operational improvement initiatives
Oversee expenses and budgeting to help the organization optimize costs and benefits
KEY RESPONSIBILITIES
Lead the BSCO initiative for continuous process improvement, technology and system enhancement to improve
Set strategic goals for operational efficiency and productivity improvement
Lead and supervise the management of branch and sales center operations including cash holding management, internal controls, data patching and other operational processing.
Maximize efficiency and productivity with extensive process analysis and inter-departmental collaboration
Supervise on all technology and system change projects progress and implementation
Coordinate for improvement of branch reference and manuals to enhance the understanding of branch staff, reducing regulatory findings and operational issue
Monitor branch operations performance and lapses via data automation and analysis.
Lead the team to develop, implement and monitor day-to-day operational systems and processes that provide visibility to achieve goals, progress improvement, and obstacles if any
Uphold organization policies and standards, ensuring legislative regulations are followed
Manage department budget costing and allocation
Maintain staff engagement and motivation amongst staff
Arrange for individual staff objectives, performance review and provide on-going feedback by formal / informal basis to be able to achieve the expectation.
Ensure effective KPI setting for staff, encourage knowledge improvement and skills enhancement
