Expert, Operational Service Quality Improvement
Techcombank
Job Description
JOB PURPOSE
The job holder proposing solutions and being responsible for implementing automation projects/initiatives of KVH and the bank, ensuring automation projects/initiatives are completed on schedule and with quality within the approved budget and put it into use to achieve the expected effect.
KEY ACCOUNTABILITIES
1. Implement automation initiatives:
• Conduct research, analysis, and propose solutions to optimize processes, automate, and digitize as required.
• Advise and recommend automation solutions for operational processes to senior management.
• Participate directly in implementing automated processes, including process redesign and technical deployment.
• Develop plans, allocate resources appropriately, and monitor implementation to ensure timely completion of assigned tasks.
• Evaluate the effectiveness of programs and propose adjustments to improve efficiency and quality of newly automated/digitized processes.
• Prepare instructional materials and deliver training for employees on new processes/initiatives and operating methods.
2. Research emerging technology trends:
• Explore the latest technologies and trends for application in improving operational processes; stay updated on banking-related knowledge.
• Develop documentation and conduct training sessions for team members on tools and emerging technologies to optimize operational processes.
3. Assess and improve operational service quality:
• Analyze feedback data from internal and external customers to identify bottlenecks and improvement opportunities.
• Establish and monitor service quality indicators (Service Quality KPIs).
• Recommend and implement improvement solutions to enhance user experience and operational efficiency.
4. Standardize and optimize processes:
• Review and standardize existing operational processes to simplify, reduce errors, and improve performance.
• Apply quality management methodologies such as Lean, Six Sigma, Kaizen, where appropriate.
5. Participate in strategic operational improvement projects:
• Act as the focal point or subject matter expert in large-scale improvement projects within the Operations Division.
• Ensure improvement projects are implemented on schedule and achieve the set objectives.
6. Training and internal communication:
• Organize training programs and internal communication initiatives to raise awareness and enhance quality improvement capabilities across operational units.
7. Monitor and report improvement results:
• Establish mechanisms to measure improvement effectiveness.
• Provide periodic reports on improvement outcomes to management and propose next steps.
8. Perform other assigned tasks:
• Carry out additional duties as directed by management or as required by projects.
SUCCESS PROFILE
1. Education & Experience
• Education: Bachelor's degree in Finance, Banking, Business Administration, or Technology. Project management certifications such as PMP, Agile, Lean, or Six Sigma are a plus.
• Professional Experience: * Over 10 years of experience implementing initiatives/projects related to automation.
o Experience in process design.
o Proven track record in managing complex projects in banking, technology, retail, or start-up environments.
o In-depth knowledge and experience with banking systems, especially Core Banking, E-Banking, Treasury, Data Warehouse, Payments, etc.
2. Skills
• Strong understanding of process automation tools and platforms (RPA, workflow automation, low-code/no-code platforms).
• Solid knowledge of operational processes such as credit, payments, card operations, cash management, and call center.
• Strong logical thinking and problem-solving skills with the ability to view processes systematically.
• Excellent communication and presentation skills; ability to consult and influence stakeholders.
• Proficient in tools such as advanced Excel, Power BI/Tableau, Visio, or other process modeling tools.
• Process analysis skills, including AS-IS/TO-BE mapping.
• Proven experience in implementing improvement initiatives.
• Strong data analysis skills are a plus (Advanced Excel, SQL, Power BI).
• Ability to synthesize information and draft compelling improvement proposals.
• Capable of managing multiple stakeholders and driving organizational change.
2b:{"skillName":"Operati