Operational Excellence (Projects) - MariBank

3-5 Years

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Early Applicant

Job Description

Job Description

Review and enhance banking operational processes to improve end-to-end efficiency, scalability, and the overall customer experience.
Support the continuous development and optimization of customer service infrastructure, leading the end-to-end management of strategic initiatives.
Collaborate with internal stakeholders and external institutions to benchmark customer service standards and identify best practices for improvement.
Leverage data analytics to generate actionable insights, guiding the design and implementation of AI and RPA solutions.
Monitor and analyze key operational metrics, ensuring compliance with governance standards and service level expectations.
Identify gaps, propose enhancements, and contribute to the transformation of core operations and customer-facing processes.
Stay abreast of industry trends in customer experience, automation, and digital operations to proactively recommend innovative solutions.

Requirements

Bachelor's Degree and above in any field.
Minimum 3 years of total working experience.
Project management experience in operations is a plus.
Prior experience in setting up or scaling customer service infrastructure (e.g. systems, SOPs).
Demonstrated experience managing multiple stakeholders and navigating operations with a continuous improvement mindset.
Strong analytical thinking and problem-solving skills, with a proven ability to translate process challenges into practical, data-backed solutions.
Strong written and verbal communication skills.