Systems and Business Process Analyst - Operations, MariBank

What you'll do

• 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.