Head of Department, Business Process Management at LAPO Microfinance Bank Limited

Key Responsibilities (with a banking focus):

• Process Analysis & Documentation (Banking Context):
  • Map and document critical banking processes like loan origination, KYC/AML checks, account opening, and transaction processing.
  • Identify bottlenecks and inefficiencies that impact customer service, operational costs, or regulatory compliance.
  • Model "to-be" processes that incorporate best practices, automation, and regulatory requirements.
• Process Improvement & Optimization (Banking Focus):
  • Lead projects to streamline processes, reduce processing time, and improve accuracy in areas like loan approvals, fraud detection, and customer onboarding.
  • Apply Lean, Six Sigma, or other methodologies with a focus on banking-specific challenges (e.g., risk management, compliance).
  • Implement process changes while ensuring minimal disruption to banking operations.
• Process Design & Implementation (Banking Context):
  • Design processes that adhere to strict banking regulations (e.g., KYC/AML, GDPR, PSD2) and internal risk policies.
  • Collaborate with compliance officers and legal counsel to ensure regulatory compliance is embedded in process design.
  • Support the implementation of new processes, including training for bank staff and communication to customers.
• Process Monitoring & Performance Management (Banking Focus):
  • Establish KPIs relevant to banking, such as transaction processing time, customer satisfaction scores, regulatory compliance adherence, and fraud detection rates.
  • Monitor process performance using banking-specific data and reporting tools.
  • Analyze data to identify trends, potential risks, and areas for improvement in banking operations.
• Stakeholder Management (Banking Context):
  • Collaborate with branch managers, loan officers, compliance officers, IT staff, and other stakeholders across the bank.
  • Effectively communicate process changes and their impact on different areas of the bank.
  • Build strong relationships with stakeholders to ensure buy-in for BPM initiatives.
• Technology & Tool Support (Banking Focus):
  • Utilize BPM software, workflow automation tools, and banking-specific systems (e.g., core banking platforms, CRM) to manage processes.
  • Evaluate and recommend technologies that can automate banking processes, improve data analytics, and enhance regulatory compliance.
• Compliance & Risk Management (Banking Specific):
  • Ensure all process changes comply with relevant banking regulations and internal risk policies.
  • Identify and mitigate risks related to process changes, such as operational risks, compliance risks, and reputational risks.
• Project Management (Banking Context):
  • Manage process improvement projects within the bank, considering the complexity of banking operations and regulatory requirements.
  • Ensure projects are delivered on time and within budget, with minimal disruption to banking services.