Work with business users and relevant stakeholders to: • Review process and understand business problems. • Map process current state and determine process problems (waste, inefficiencies, job overlap/ duplications, cost issues, TAT issues, quality issues etc.). • Make recommendations on process desired state. • Complete requirement specification documents for new process. • Redesign and/or develop an identified process need. • Develop… Show more Work with business users and relevant stakeholders to: • Review process and understand business problems. • Map process current state and determine process problems (waste, inefficiencies, job overlap/ duplications, cost issues, TAT issues, quality issues etc.). • Make recommendations on process desired state. • Complete requirement specification documents for new process. • Redesign and/or develop an identified process need. • Develop process KPI and SLA dashboards and reports to track defined performance target. • Monitor process and project deployment Show less

• Conduct analysis of feedback from customers’ complaints, identify root causes of persistent complaints and recommend service improvement initiatives to forestall/minimize occurrence. Prepare periodic reports, score cards and dash boards as is required by the Team Lead.• Use trends and reports to identify service delivery and process gaps and recommend areas of improvements in service, process and product standards where appropriate.• Conduct periodic customers’ survey and as directed… Show more • Conduct analysis of feedback from customers’ complaints, identify root causes of persistent complaints and recommend service improvement initiatives to forestall/minimize occurrence. Prepare periodic reports, score cards and dash boards as is required by the Team Lead.• Use trends and reports to identify service delivery and process gaps and recommend areas of improvements in service, process and product standards where appropriate.• Conduct periodic customers’ survey and as directed by the bank’s management.• Review service performance reports (dashboard, complaints, customer feedback, and internal reports) against service targets set and distill key service improvement areas to the stakeholders. • Collect, validate and store all process and policy documents in a centrally accessible location i.e. the bank’s portal. • Ensure all SOP documentation required for production deployment is in place, SOP updated and uploaded on the portal. • Report on all implemented process improvements which come through the process champions. • Prepare Unit’s annual budget and monitor budget performance Show less

-Provided input to new Market Business Requirements on the BR's potential impact on Roles content or assignments-Reviewed, or if so organised creates, the Role Design Specifications for new Roles or for changes within existing Roles.- Worked closely together with the Roles Services Team (Global or Regional) to ensure on time in full delivery of the Market's Role Design requirements.- Set up the Roles Testing environments-Performed the End User Training on Role Assignment… Show more -Provided input to new Market Business Requirements on the BR's potential impact on Roles content or assignments-Reviewed, or if so organised creates, the Role Design Specifications for new Roles or for changes within existing Roles.- Worked closely together with the Roles Services Team (Global or Regional) to ensure on time in full delivery of the Market's Role Design requirements.- Set up the Roles Testing environments-Performed the End User Training on Role Assignment Processes- Performed the Market Role Training on Role Design Processes- Handled the Roles related incidents for the Market, or coordinates their timely execution if otherwise organized-Executed the role assignment requests from the Market LGO and Market End User.- Or if so organised, coordinates the timely and accurate execution of these requests if the process is outtasked to (G)NBS or other business partners- Managed the risks, sensitivity and business impact associated with under- or over allocation of Roles- Worked closely together with the Market's Internal Control or Control Framework team on Role assignment reviews and resolution of segregation of duties issues- Coordinated with the Market Role Links the Role Localisation activities as triggered by both Market and Global Role Changes. If so organised, or when more efficient, the MRC will executes the role localisation activities.- Analyzed the impact of Role Changes on End Users, including the learning and training requirements as and when changes are initiated by the Market Role Links or communicated by the Roles Services Team (Global or Regional). Show less

• Collect, collate, and analyse all data required, interpret and present the information in a format that is useful for management decision making.• Production of daily, weekly and monthly MI reports covering functional performance (HR Dashboard) under all key Human Resources activities.• Preparation of key MI presentations and summaries of units’ performances.• Assisting with Induction of new employees -undertake on-boarding/day 1 HR induction for new employees; ensuring new… Show more • Collect, collate, and analyse all data required, interpret and present the information in a format that is useful for management decision making.• Production of daily, weekly and monthly MI reports covering functional performance (HR Dashboard) under all key Human Resources activities.• Preparation of key MI presentations and summaries of units’ performances.• Assisting with Induction of new employees -undertake on-boarding/day 1 HR induction for new employees; ensuring new joiners receive appropriate new joiner documentation, opening of bank account etc• Maintain employee files ensuring high standard of accuracy and thoroughness as well as processes for ensuring confidentiality and security • Ensuring prompt updating of relevant HR Information systems, and control of information(SAP & OM)• Responsible for undertaking adminstrative duties on behalf of the HR team (booking and scheduling meetings,teleconference, minute taking of team meetings)• Responsible for managing the HR exit process, all its relevant stakeholders and for the cancellation of Debit cards for exited staff• Issue letters of movement within the bank (ie transfers, acting and successful interview)• Vetting Staff study loan applications for approval by HR Governance Manager• Liaise with IT to grant the right access permission on department shared folders and their contents• Managed all records within functional area• Ensured proper classification of records by team members as per the information classification policy • Kept a register of all records(both electronic and paper) • Laise with IT for the deletion of exited staff from the system and ensure their files are closed Show less