Head of Process Improvement Division

Industry: Banking

Job Summary

Our client, a leading commercial bank, is seeking an experienced and results-driven Head of Process Improvement Division to lead enterprise-wide process transformation initiatives. Reporting directly to the Chief Executive Officer, this role will drive operational excellence by redesigning business processes, leveraging digital technologies, and embedding continuous improvement practices to enhance efficiency, reduce operational risks, and deliver an exceptional customer experience.

Main Responsibilities

• Lead the Bank's process improvement strategy and establish a high-performing process improvement team.
• Develop, document, and maintain the Bank's process framework and Process Universe.
• Partner with business leaders to redesign and optimize processes across all divisions.
• Establish process ownership and governance to ensure continuous process improvement.
• Develop process heatmaps and identify opportunities to improve productivity, efficiency, and customer experience.
• Design dashboards to monitor key process performance indicators, including processing time, error rates, and operational efficiency.
• Drive process automation and digital transformation initiatives to reduce manual work and improve straight-through processing.
• Lead the Operational Excellence Forum and promote a culture of continuous improvement through improvement sprints and best practices.

Main Requirements

• Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, Finance, or a related field.
• Minimum 10 years of experience in operational excellence, process improvement, or project management within a financial institution.
• Professional certification in Six Sigma, Kaizen, or other continuous improvement methodologies.
• Proven experience leading enterprise-wide process transformation initiatives.
• Strong stakeholder management, project management, and change management capabilities.
• Excellent interpersonal, analytical, and problem-solving skills.
• Excellent written and spoken English communication skills.

Preferred Profile

• Experienced operational excellence or process improvement leader from a commercial bank or financial institution.
• Strong track record in business process reengineering, automation, and digital transformation.
• Hands-on experience implementing Lean, Six Sigma, Kaizen, or similar continuous improvement frameworks.
• Strategic leader with the ability to collaborate across business functions and drive sustainable operational improvements.

Success Measures (12–18 Months)

• Reduced process turnaround times and operational costs.
• Improved process efficiency, productivity, and straight-through processing rates.
• Reduced operational errors and manual interventions.
• Successful implementation of process automation and continuous improvement initiatives.
• Increased operational excellence and enhanced customer experience across the Bank.