PurposeTo improve efficiency and customer satisfaction. Essential to create a stronger framework for identifying and eliminating waste in processes. Additionally, adopting better methods to detect customer service issues hidden within manuals and SLAs can help address problems proactively. Finally, promoting continuous improvement through Kaizen fosters ongoing, incremental enhancements that drive long-term organizational success.Roles and ResponsibilitiesProcess and Productivity Management - the focus is on improving operational efficiency by simplifying processes, reducing headcount, and shortening turnaround times. This involves evaluating existing standards, validating Service Level Agreements (SLAs), and ensuring compliance with bank guidelines while addressing process-related issues across teams.Policies and Procedures Management - involves reviewing, creating, and revising policies, manuals, and forms to ensure they align with bank policies and external regulations. This includes addressing concerns, recommending improvements, and maintaining a centralized repository for easy access and control. Occasional or Special Duties - involve researching the latest business practices and theories to apply them to EastWest Bank, preparing status and SLA tracking reports, and supporting the identification of training and development needs for the team. The role also includes handling other tasks assigned by the Business Process and Productivity Management Head.Education -College Graduate in preferably any Business or Management, Accounting or Industrial Engineering course or related field -Advance degrees and Professional Qualifications and Certifications are a plus Experience -With actual exposure in any or all of the following fields in the Banking Operations - Branch and Head Office Operations, Systems and Methods, Internal Audit, Risk Management and Compliance -Proven ability to develop, document and maintain operational policies and procedures, including the design and documentation of process flows and development of metric standards and reports -Proven ability to spot areas for process improvement and suggest improvements using re-engineering and/or automation techniques -Proven experience working with Excel and other MS Applications in developing and maintaining various analysis and reporting tools -Formal Process Re-engineering and Management training and experience or Lean Six Sigma certification is an advantage