Service Excellence & Insights

Job description

About the Role: Supports the Head of Service Excellence & Insights on the end-to-end Quality Review monitoring and testing across all operations functions within the bank. The role ensures that processes, customer interactions, service delivery, and control environments consistently meet regulatory standards, internal policies, performance benchmarks, and customer experience expectations. This position focuses on embedding a culture of quality and continuous improvement across the operations ecosystem, while enabling scalability, efficiency, and a high-assurance environment. Key Responsibilities A. Operational Quality Review Monitoring & Testing · Supports on execution of time-bound and thematic reviews and process checks on critical operations activities. · Supports on remediation tracking, and training needs with emphasise on non-repeat findings. B. Process Excellence & Continuous Improvement · Supports on proposals to refinement of SOPs, work instructions, and training content. · Supports on control enhancements to reduce defects, mitigate operational risk, and improve accuracy and consistency. · Supports on corrective actions and preventive controls. C. Risk & Compliance Alignment · Works on remedial and solutioning on findings that have impact to Risk and Compliance themes. · Support operational and audits related risk assessments on service quality and operational controls. · Supports on timely closure of findings, defects, and action items with full documentation and traceability. Qualifications & Experience Minimum Requirements · 3 to 5 years’ experience in Banking Operations roles or BPO/contact-centre environments. · Has working level experience in Quality Reviews monitoring & testing. · Has strong understanding of operational controls, customer servicing, and end-to-end process flows. Preferred Competencies · Strong operational governance mindset and attention to detail. · Strategic yet direct approach to quality management and operational excellence · Effective communication, stakeholder engagement, and coaching skills. · High agility and adaptability to fast-changing digital landscape. · Familiarity with BNM guidelines, risk, and regulatory requirements. Benefits: · Be part of a fast-growing digital bank that values innovation and people-first culture. · Gain exposure to diverse hiring projects and talent strategies. · Opportunity to collaborate with dynamic leaders and cross-functional teams. · Enjoy a competitive compensation package and career development opportunities. What We Value: · Revolutionary in our thinking · Innovative in our products, services, and the way we work · Genuine in our intentions · Honourable in our actions · Tenacious in overcoming challenges JR00000509