Process Re-engineering Specialist

About the role

The Process Re-engineering Specialist will support the design, analysis, and continuous improvement of bank processes. The role focuses on enhancing efficiency, reducing errors, and delivering a better customer experience through systematic process mapping and automation support.

Key responsibilities

• Map, analyze, and document current (AS-IS) and future (TO-BE) processes.
• Identify inefficiencies, bottlenecks, and improvement opportunities.
• Support automation assessments and coordinate with IT for process digitisation.
• Collect and analyse performance data such as turnaround time, volumes, and error rates.
• Prepare reports that highlight performance improvements and gaps.
• Maintain up‑to‑date process documentation aligned with standards.
• Collaborate with Quality Assurance and Customer Experience teams to analyse error trends and customer pain points.
• Support corrective and preventive actions to improve operational quality.
• Participate in setting, reviewing, and updating process KPIs.
• Conduct studies for performance enhancement requests (e.g., workload, capacity, productivity analysis).
• Review and ensure quality of new procedures on Igraphix, linking them with related forms, SLAs, and workflows.

Required profile

• Bachelor’s degree.
• At least 3 years of relevant experience in process analysis or improvement.

Required skills

• Igraphix (process documentation and workflow tool).