Business development specialist
Description
Are you a detail-oriented and proactive individual with a passion for optimizing processes and enhancing customer experiences? We are seeking a dedicated Process Excellence Specialist to join our team. In this role, you will be instrumental in maintaining and improving the efficiency of our existing processes, ensuring operational effectiveness, and elevating both customer and colleague satisfaction through the strategic use of internal platforms.
- Position: Process Excellence Specialist
- Shift: To be determined
- Salary: Competitive package
- Location: To be determined
- An opportunity to drive significant improvements in operational efficiency and customer satisfaction.
- A collaborative and supportive work environment.
- Exposure to various business initiatives and projects.
- Opportunities for professional development and growth.
- Competitive salary and benefits package.
- Maintain and enhance existing processes to ensure efficiency and operational effectiveness.
- Improve customer and colleague experience by utilizing internal platforms to support processes.
- Take accountability for core responsibilities, ensuring timely completion and minimal disruption.
- Build strong stakeholder relationships, prioritizing customers and clients in decision-making to support their journeys.
- Contribute to the wider business strategy by working within defined strategic pillars: Sales Process Excellence & Lead Data Execution.
- Manage colleague scheduling & workforce planning, including TOIL, adherence, and capacity planning.
- Produce and share key insights to support decision-making across the business.
- Manage lead data, supporting engagement strategies.
- Collaborate with broader operational teams to ensure data accuracy and optimize process efficiency.
- Maintain Key Performance Indicators (KPIs) to ensure service level responses within 5 working days and deliver regular responsibilities on agreed deadlines.
- Challenge current ways of working and explore opportunities for semi-automation or full automation to improve customer and client experience.
- Engage and provide feedback to appropriate stakeholders at relevant points within the operational journey.
- Support changing business priorities and manage initiatives and campaigns to achieve goals and targets.
- Be flexible to receive ad-hoc or new responsibilities, such as working on cross-team projects, monitoring budget expenditure, writing briefs for campaign activity, and reporting on effectiveness.
- Collaborate with Business Analysts and stakeholders to provide clarity and guidance for changing business priorities and executing change.
- Utilize data and Management Information (MI) to identify process optimization opportunities for capacity creation.
- Develop and implement processes to improve the efficiency and effectiveness of banking operations using data-led insights.
- Take ownership for managing risk and strengthening controls in your work.
- Maintain and implement operational procedures and controls to mitigate risks and maintain operational efficiency.
- Ensure all activities are carried out in full compliance with regulatory requirements, the Enterprise Wide Risk Management Framework, and internal Policies and Policy Standards.
- Organised and self-motivated with the ability to work on your own initiative.
- Ability to work with data in a controlled and timely manner, drawing insights and sharing them with relevant stakeholders.
- Strong attention to detail and organisational skills, with the ability to balance multiple stakeholder requests with precision.
- Ability to work independently and as part of a wider team.
- Strong time management and organizational skills, with the ability to manage multiple priorities effectively.
- Strong verbal and written communication skills, including the ability to present to stakeholders.
- A proactive approach to identifying opportunities for process improvements and implementing effective solutions.
- Proficient technical skills, particularly with Microsoft Word, Outlook, Excel, and PowerPoint.
- Ability to deliver process execution at pace and with accuracy.
- Experience of change and transformation is desirable.
- Knowledge of workforce platforms such as Salesforce, Alvaria, and AWS is desirable.
- Advanced knowledge of Excel (including Power Query & Macros) and data management work streams is desirable.
- Good understanding of risk management, compliance, and governance is desirable.
- Experience in the Payments industry is desirable.
- Experience in project management/delivery is desirable.
If you are a results-driven individual with a passion for process improvement and a commitment to excellence, we encourage you to apply! We are actively seeking qualified candidates and aim to expedite the hiring process for this important role. Take the next step in your career and make a significant impact within our organization.
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