Business Process Re-Engineering & Digital - Executive/Senior Executive - #1097646

Business Excellence plays a pivotal role in shaping the operations strategy to achieve zero touch operations and deliver an empowering connected CX enabled by integrated digital processing and mobile capabilities.

We are seeking a customer centric professional with strong business process and project management skills to join our Business Excellence team as Business Process Engineer Senior Executive. This individual must be self-directed, motivated should also have strong analytical, process management and coordination skills to handle multiple tasks with various complexities spanning cross-functional areas.

Key Responsibilities include:

• Creation and development of ideal customer and user flow and wireframe that outline the ideal journey maps.

• Collaborate with other departments (SME, IT, etc.) to ensure user journey designs align with technical capabilities and business goals.

• Analyse and document As-Is business processes, identify areas for optimisation and mapped out To-Be processes with improved and automated solutions

• Identify experience gaps to develop deep insights into customer needs and behaviours.

• Engage and update key stakeholders on the improved to-be processes and solutions.

• Secure funding for project implementation by building business case with clear cost and benefit illustration.

• Execute the strategy and implementation of end-to-end customer experiences, increase operational efficiency and reduces process variation.

• Devise performance metrics to measure business outcomes and provide insights from data analysis.

• Direct, motivate and chair the project working committee.

• Plan and monitor the project. 

• Produce the Project Charter and Business Case working together with business and project lead

• Prepare / own the Project Management Plan 

• Manage the risks, development of mitigation and development plans

• Ensures critical issues related to project resourcing, project deliverables, commitments not being met by vendors or team members and other areas are escalated to the Project Sponsor and Project Steering Committee or equivalent.

• Take responsibility for overall progress and use of resources and initiate corrective action where Necessary

• Prepare and report to the Project Sponsor, Project Steering Committee or equivalent and key stakeholders

• Liaise with the Project Steering Committee or equivalent to assure the overall direction and integrity of the project.

• Validate the return on investment was met post project implementation 

• Ensure all Project Manager governance requirements are followed and completed

Qualifications:

• Degree holder in Business, Banking or Finance, Information Technology

• 1-3 years of relevant working experience, preferably in Insurance or Finance industry.

• In-depth knowledge and experience (minimum 2 years) in project and process management.

• Possess strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points.

• Excellent problem analysis skill, innovative and creative in defining improved processes and solutions

• Solid project management and facilitation skills. Able to manage multiple projects

• Strong communication and writing skills, managing key stakeholders and project sponsors

• Successful track record of leading and delivering projects, and transformational related projects will be an advantage

• Good understanding of insurance business and variety of insurance IT solution, or banking industry

• PMP, CITMP, PRINCE 2, Six Sigma Green/Black Belt certification will be an added advantage

Other competencies and traits:

• Proven experience in implementing change in large cross functional organization

• Ability to work with partners across the organization to define the end-state of our customers. 

• Ability to solve problems by seeing things from multiple perspectives, challenge the norm and constantly looking for better solutions.

• Experience in a seamless digital ecosystem across channels.

• Good understanding of Software Development Life Cycle (SDLC) and agile way of working