The Digital Operations & Process Improvement Manager will assist in identifying and
implementing change readiness programs and managing operational business support functions.
A key expectation of the role is to champion customer needs and utilize business and process
improvement methodologies and change frameworks. In addition, the role will support the team's development through knowledge sharing and coaching and engage effectively with stakeholders and create and maintain a reputation as the internal consultant of choice by senior management for change initiatives.
Responsibilities:
Leadership and Team Development
- Successfully lead the team towards achieving the strategic goals of the business.
- Provide direction and coaching support to grow skills and capabilities.
- Create a culture that supports disciplined and systematic process management, data-driven decision-making, and continuous improvement aligned with established strategies and objectives.
- Identify and assess futureand current development needs.
- Build and maintain collaborative relationships with colleagues within teams and cross-functionally to ensure shared objectives are clear, communication is open, and insights and recommendations are understood and delivered.
Business Support & Operational Process Improvement
- Manage the coaching and performance team to facilitate onboarding, process training, and supplemental training to staff members.
- Manage the operations support team that undertakes UAT to address system issues and enact improvement prior to rollout.
- Leads the quality assurance team to continuously identify and address processgaps and improve customerexperience through quality evaluation findings and review of operations and customer feedback.
- Oversees teams that support other business functions to deliver key outcomesin (such as, but not limitedto) reports and analysis, workforce management, graphic design, and first line risk,
- Liaising with relevant stakeholders and making recommendations on process improvements and defect solutions.
Operational Change
- Collaborate with relevant teams to identify and resolve issues and provide recommendations for continuous improvement.
- Communicate and assisting the rollout of changes for business readiness.
- Provide support key change initiatives across the business.
- Ensures that the maintenance and updating of process flows for all supported business units are completed by the relevant teams through Business Optix.
Risk in Process and Change Management
- Ensures that the team is aligned and actively supports the Risk Management Framework by ensuring compliance with policies, quality, and operational standards, and robust process management.
- Identification and prompt reporting and remediation of incidents, and on time completion of all compliance courses.
Education & Qualifications
A tertiary qualification in a relevant field of study.
Experience
- With at least 7-10 years experience in an Operational environment.
- Minimum 5-7 years experience in the Financial Services industry.
- Knowledge of the Regulatory environment.
Technical Competencies
- IT Knowledge: The ability to understand and utilize technology to achieve required position outcomes
- Legal and Compliance: The ability to understand and utilize legislative requirements to meet regulatory requirements of the organization
- Risk: The ability to assess and mitigate risk for the benefit of the organization
