Manager - Planning & Execution - Operations/Process Efficiency & Automation

Job Description:

- Monitor turnaround times and identify systemic delays in core processes (account servicing, loan disbursement, service requests), driving automation to reduce manual intervention.

- Track recurring process failures and exception cases to uncover automation gaps and enhance process efficiency.

- Assess operational readiness for peak volumes and seasonal demand fluctuations, ensuring scalable automated solutions.

- Monitor customer escalations and repeat complaints to identify friction points and improve service consistency across channels and geographies.

- Leverage customer feedback to inform process redesign, digital enablement, and automation initiatives.

- Oversee operational resilience by tracking system dependencies, contingency outcomes, and backup process readiness.

- Drive operational agility to quickly adapt processes in response to regulatory and business changes, emphasizing automation where possible.

- Support strategic initiatives by aligning operational processes with business growth, cost efficiency, productivity targets, and scalability through automation and digital transformation.

KPI:

- Process Improvement & Automation: Monitor and enhance turnaround times and operational workflows, driving automation to reduce manual efforts and boost efficiency.

- Issue Identification & Resolution: Detect recurring process breakdowns and exceptions, addressing automation gaps and systemic inefficiencies.

- Operational Readiness: Ensure preparedness for peak volumes and seasonal demand with scalable, resilient process solutions.

- Customer Experience: Analyze escalations and feedback to identify friction points and promote continuous service quality improvement.

- Operational Resilience: Manage dependencies, contingency plans, and backup processes to maintain business continuity.

- Stakeholder Management: Collaborate with IT, business units, and risk teams to align process improvements and automation with strategic objectives.

- Strategic Support: Align operational processes with cost efficiency, productivity goals, and digital transformation initiatives to support business growth.