• Develop and roll out new processes for new products/fees
• Define and roll out process improvements to existing processes
• Propose and raise any change requests to IT team as seen fit to improve process efficiency
• Provide impact assessment from Ops perspective on any changes raised by other departments
• Execute user acceptance testing of change requests from Ops perspective
• Provide recommendation to Ops Manager for any CR to go-live
• Responsible to address any audit gaps, RCSA gaps pertaining to branch process and/or Ops staff
• Review vault balance in daily checklist report sent from branches, follow up with branch if balance is excessive
• Review total family insurance amount reported per branch is matching consol file on google drive, if not matching follow up with branch manager
• Tracking resolution of 'human error' unassigned lines as highlighted by Finance (Finance will directly send email to branch cc to Ops team, Ops officer involved if cannot be resolved by branch)
• Preparation of weekly report to insurance company for Borrower insurance – directly extract data from T24 • Preparation of monthly report to solar lamp company – directly extract data from T24
• Conduct initial training of new branch staff and roll out of processes
• Supervise branch operations during initial launch
• Creation and maintenance of training manuals related to branch and loan processes
• Conduct branch and loan process training to superusers • Track knowledge transition by superusers to other branch staff
• Facilitate regular assessment of branch staff incompetency matrix and address gaps
• Regular branch visits to monitor branch processing operations and gather feedback from branch staff (Target once a month)
• Coordinate hard copy form (Application form, KYC form, CPB forms etc.) requests, ordering, and distribution to branches

• A good academic background
• Positive (can do) attitude with the ability to work in a team environment
• Ability to work under pressure
• Multi-tasking ability
• Good command over computer
• People Management.
• Pressure Management.
• Clear communication with all levels of staff.
• Information and best practice sharing.
• Working with Ownership.
• Taking responsibility for own actions
• Ready to work in a dynamic environment