Helps in creating a full document of Standard Operating Procedures (SOPs) to be used by Operations Teams.
Join the SBP Lead in working with different departments and stakeholders to be able to create a proper process aligned with the updates, enhancements, and necessary changes and continuously check areas for improvement on established processes.
Update and modify established processes and procedures if needed, requested, and modifications requested are approved.
Copywriting and creating written content that effectively communicates a message, products, services, or ideas.
Cascade updates, articles, SOPs, campaigns, enhancements, and any urgent announcements needed by the Operations Teams to know, either via email or internal communication platform.
Publish the approved contents, SOPs, campaigns, announcements, and articles to the knowledge base or KMS.
Maintain a tracker of all SOPs created and updated.
Request the needed system enhancements and reason codes needed by Operations in tagging the cases appropriately.
Monitor, track, and coordinate with the Production Support Team the requests by the whole Operations.
Requirements
1–3 years of relevant work experience.
Experience with systems such as case automation, webform creation, case template setup, or app scripting is a plus.
Ability to design and develop workflows and document business processes for the Operations Department from scratch.
Preferably with experience in Banking Operations, such as Customer Service, Onboarding, Customer Due Diligence, Fraud, Credit and Collections, or Transaction Monitoring.
Excellent communication and collaboration skills.
Has solid understanding of how various business functions operate and how they interact with one another.
Has the ability to analyze complex processes, identify problems, and propose effective solutions.
Proficiency in using and evaluating various software applications, tools, and systems commonly used in the organization's industry.
Has the ability to manage projects, coordinate tasks, meet deadlines, and handle multiple initiatives simultaneously.
Detail-oriented. Know how to ensure accuracy in documentation, requirements gathering, and system configurations to avoid errors.
