Continuous Improvement Officer (Pooling)

JOB ACCOUNTABILITY:

Continuous Service Improvement Officer will support the bank's transformation by assisting in the

implementation of initiatives aimed at closing performance gaps and driving operational excellence. This role focuses on supporting teams to monitor and improve service performance based on KPIs, aiding in the realization of benefits from transformational initiatives, and facilitating change management processes.

MAIN RESPONSIBILITIES:

1. Support Transformation Initiatives – Assist in the implementation of transformation programs by

helping analyze value streams and supporting process engineering efforts aligned with business

strategies.

2. Assist in Continuous Improvement Programs – Help design and execute smaller-scale continuous improvement projects across business lines to enhance operational efficiency.

3. Service Performance Monitoring – Assist in establishing and maintaining dashboards that

communicate service performance, focusing on key metrics like efficiency, productivity, quality, and

capacity.

4. Help Ensure Benefit Realization – Support the measurement and tracking of the value generated by

transformational initiatives, ensuring goals are met.

5. Change Management Support – Participate in change management efforts by supporting training sessions, organizational cascades, and transitions required for ongoing projects and initiatives.

6. Collaboration with Teams – Work closely with different business units to collect and evaluate data related to service performance, helping to identify areas for improvement.

7. Operational Support – Assist in monitoring business process improvements and support the execution of operational strategies in line with the bank's overall objectives.

8. Stakeholder Interaction – Maintain open communication with internal teams and stakeholders,

ensuring improvement initiatives are aligned with expectations.

9. Progress Reporting – Assist in tracking and reporting the progress of improvement initiatives, ensuring regular updates to senior supervisors and management.

10. Foster a Culture of Improvement – Promote and contribute to a culture of continuous improvement by encouraging team members to actively participate in identifying areas for operational enhancement.