Senior Manager, Business & Customer Excellence

The role is responsible for the development and execution of governance frameworks, change control mechanisms, process optimization, and customer experience strategies across the organization. This role ensures operational excellence by embedding a culture of continuous improvement, regulatory compliance, and customer-centricity. Through cross-functional collaboration and strategic leadership, the role drives measurable improvements in service quality, process efficiency, and customer satisfaction, contributing to the bank’s performance and transformation agenda.

Key responsibilities include designing and maintaining a comprehensive governance framework for business and customer excellence initiatives. Identify, assess, and implement process improvement opportunities to enhance efficiency, reduce costs, and improve service quality. Lead customer journey mapping and Voice of the Customer (VOC) initiatives to identify pain points and improvement opportunities. Develop and maintain performance dashboards to provide visibility into process, governance, and customer experience metrics. Engage with senior leadership and cross-functional teams to align on strategic priorities and excellence initiatives.

Academic Qualifications (Minimum Requirement):

• Bachelor’s degree in Finance, Accounting, Economics, Risk Management, or a related field.
• Master’s degree (MBA or equivalent) is preferred.

Professional Certifications (Minimum Requirement / Preferred):

• Certifications in Lean Six Sigma (Green Belt or Black Belt), Business Process Management (BPM), or Customer Experience (e.g., CCXP) are preferred.

Minimum Experience:

• 8–10 years of progressive experience in business process excellence, governance, change management, or customer experience within the banking or financial services sector.
• Strong knowledge of governance frameworks, regulatory requirements, and operational risk.
• Proven track record in delivering measurable process improvements and CE enhancements.