Knowledge of performance evaluation and customer service metrics
Experience in transactional monitoring and customer experience evaluation with proven track record of improving customer journey/experience
Overall experience of 10 years in preferably in Banking domain and Minimum 7 years experience in QMS, FMEA and operational risk.
Qualification criteria:
Graduate in any discipline
Excellent oral, written, and interpersonal communication skills
Must demonstrate and maintain a high regard for sensitive information
Excellent organizational and leadership skills with a problem-solving ability
Preferred Certified Lead Implementor or Lead Auditor ISO 9001
Job Description:
Ensure quality of all deliverables by providing adequate guidance to the team, supervising the execution and reviewing all deliverables i.e., FMEA, KRI Dashboard, Control Testing, Incident Report, review all deliverables, constantly monitor and report the progress to all senior stakeholders
Independently assess risks and drive actions to address the root causes that persistently lead to operational risk losses by challenging both historical and proposed practices.
Establish standards governing customer interactions and implement monitoring programs for evaluating the quality of work performed as measured against project standards, contractual & regulatory requirements, and performance measures to ensure our service meets or exceeds customer expectations in addition to driving changes to continuously improve our services
Coordinate with internal leadership and client stakeholders to address critical/high risks and provide recommendation to deploy additional controls
Contribute to the team's overall continuous improvement goals by providing recommendations to enhance the project services
Coordinate and facilitate calibration sessions with client and internal stakeholders
Provide periodic reviews with client and internal stakeholders
Create a remediation plan for projects which continuously unable to improve their risk ratings
