This position will be part of the Platform and Transformation team, supporting the Client Lifecycle Management (CLM) project.
The objective of the CLM project is to optimize the entire Client Lifecycle Management journey, which includes lead generation, prospecting, client onboarding, client servicing, client reviews, and offboarding.
The CLM Process Expert will be instrumental in implementing the CLM Target Operating Model (TOM) initiatives, focusing on people, processes, and platforms across the bank.
Requirements:
- Organize working groups with stakeholders to facilitate process review and discovery, gathering feedback and recommendations for improvements.
- Assist management in defining and refining requirements aligned with the target operating model and leading initiatives for process enhancement.
- Develop and implement process re-engineering plans based on the target processes.
- Establish transition procedures to ensure a smooth shift from the current to the target operating model, achieving operational efficiencies.
- Collaborate with cross-functional teams to ensure alignment of processes and requirements among stakeholders, including the Front Office, Client Onboarding team, Operations, Compliance, and Technology.
- Ensure that requirements are comprehensive and stay within the defined scope.
- Create and maintain documentation, such as process flows, user manuals, workflow diagrams, and training materials.
- Work closely with the Technology team to facilitate the seamless integration of new systems and technologies.
- Monitor and assess the effectiveness of implemented process changes, collecting feedback and making necessary adjustments.
- Provide training and support to team members and end-users on new processes and best practices, while continuously measuring key performance indicators for improvement.
Requirements:
- University degree in Accountancy, Finance, Business Administration or related field
- Proven experience in business process analysis and project management, particularly in client onboarding and lifecycle management.
- Familiarity with process mapping and modeling techniques.
- Strong analytical skills for collecting, studying, and interpreting complex data.
- Ability to manage multiple complex tasks simultaneously.
- Understanding of target operating models and their implementation.
- Excellent problem-solving, communication, and presentation skills to effectively convey process changes to stakeholders and collaborate with cross-functional teams.
- Preferred knowledge of the financial intermediary business and client onboarding processes.
