POSITION DESCRIPTION
This role is responsible for ensuring process efficiency, identifying process gaps, benchmarking best practices, driving service improvement, promote continuous staff development for overall customer service excellence.
DUTY & RESPONSIBILITY
- Conduct regular branch site visits to observe over-the-counter (OTC) and end-to-end service processes.
- Assess operational efficiency, service delivery standards, and adherence to bank policies, processes, and guidelines.
- Review existing operational processes and identify gaps, control weaknesses, and service bottlenecks.
- Collect feedback from branches regarding operational challenges and recommend practical improvement solutions.
- Conduct mystery shopping visits at competitor banks to benchmark service standards, analyze competitor practices, and propose process improvement initiatives to align with market trends.
- Prepare reports of branch site visits, branch's challenges, and mystery shopping visits and submit them to the Branch Support Unit Manager for review.
- Provide on-the-job coaching and demonstrate correct procedures to branch staff to ensure proper execution of bank policies, processes, and guidelines. Conduct follow-up assessment/evaluation to measure improvement and address recurring issues, and propose training if needed.
- Conduct a post-implementation review following the rollout of new or revised products, systems, or processes to identify recurring operational issues or gaps and recommend corrective actions.
- Perform other duties assigned by Management.
QUALIFICATION
- Bachelor's Degree in Business Administration, Finance and Banking, or a related field.
- Minimum 3 years of experience in banking operations, internal audit, or process improvement.
- Strong understanding of branch operational processes and regulatory compliance requirements.
- Demonstrate proficiency in English (both writing and speaking) for professional communication.
- Strong coaching, negotiation, analysis, and problem-solving skills.
- Proficient in Microsoft Office (Word, Excel, and PowerPoint).
- High level of integrity, accountability, and commitment to operational excellence.
- Strong interpersonal skills with the ability to influence and guide branch staff effectively.
How to apply
Interested and qualified applicants should submit your updated Cover Letter and CV stating the position applied for with your current photo (4x6) through hr@canadiabank.com.kh
