Job Details

Process Improvement/Operations Specialist

Our client, an established Asset Manager is currently recruiting for a Process Improvement Analyst to join their Dublin team.

The purpose of the role is to assist the operations team in the delivery of change and continuous improvement tasks

Responsibilities:

Complaints Management

• To take ownership of the end to end business complaints process and to maintain and adhere to the regulatory and agreed internal SLA’s, Including assisting the Operations Manager with the development of Complaint process, recommending any enhancements to improve the processing of complaints
• All complaints logged on centralised tracker within 24 hours of receipt
• To provide training to the Operations team where necessary to avoid operational risk and to provide a weekly report confirming complaints outstanding, closed & root cause analysis

Procedure Management

• Develop and establish a centralised Document Management System to house all company policies, procedures and documents. Establish company procedures regarding the new Document Storage System. Ensure that the right types of documents always make it into the repository and that new documents are added according to the chosen organisation system
• Implement and review policies and procedures to identify ‘wasteful steps’ or possible roadblocks and action same
• Testing, and maintaining the companies policies and procedure manual ensuring best practice, regular review and updating (especially due to legislative or compliance changes that affect business)

Operations Management Reviews:

• To work with the Operations Manager to maintain and enhance the business call monitoring and status review programme and implement changes recommended by the outcome of the Operations Review(s)
• To undertake number of the following reviews per month (using the centralised tracker) To assist the Operations Manager with the development of the monthly report. These numbers are varying and will increase with business demands

Credit Management:

• To work with the operations team to establish, develop and maintain a credit framework to include a credit referral template, a monitoring process ensuring appropriate decisions and credit quality
• Also to include enhancement of current delegation mandates on a regular basis (i.e. every 6 months) and to work with the Operations manager to develop monthly MI metrics covering all of the above

Quality:

• To establish a template and carry out daily post to ensure that all credit decisions are taken within the approved level of delegation are recorded to correctly reflect the decision taken

Requirement:

• Third level qualification, Business or Finance related
• Experience of gathering, understanding and documenting business requirements and impact on existing processes, systems, data and people
• Proven delivery track record in business analysis and business type initiatives such as operations excellence, continuous process improvement & cost reduction initiatives, roll-out of new tools or services, business requirements definition
• IT – Proficient with Microsoft suite particularly in Excel, constructing macros and pivot tables, (CRM systems and databases)
• Report writing – ability to write detailed policy and procedural documents
• Risk - Strong attention to detail and risk awareness, ability to develop an Internal Control Framework for banking processes
• 3-4 years experience in an Operations team as an analyst, involved in key tasks such as quality assessment, change management, process design and assessment

   

This is a permanent contract offering a competitive salary, benefits and bonus.

For further information on this role, please contact Rory McCormick on 01 9053 503 or apply directly online.