Team Member - Quality Assurance

Job Overview

This position involves driving and executing process excellence initiatives aimed at enhancing efficiency, control, and effectiveness within the Operations department. The scope covers varied teams including Credit & Investments, Emerging Businesses & Mortgages, and Retail Unsecured Assets, each handling complex, high-value transactions across diverse customer groups and channels while complying with company and regulatory standards. The goal is to sustain long-term operational excellence and quality assurance through established policies and procedures.

Process Excellence Responsibilities

• Maintain and develop Standard Operating Procedures (SOPs) for existing and new products/processes.
• Track turnaround times (TAT) and prepare First Time Right (FTR) reports.
• Identify opportunities for process improvement and communicate them to the Team Leader.
• Evaluate feasibility and plan implementation of industry best practices.
• Continuously update a knowledge repository capturing effective practices inside and outside the organization.
• Lead Kaizen, quality circles, and green belt projects to drive operational improvements.
• Form cross-functional teams within Operations to advance quality initiatives.

Internal Operations Audit Management

• Develop an annual audit plan and calendar aligned with compliance needs for respective business lines.
• Design audit checklists to guide the audit process.
• Execute internal audits on schedule and prepare reports highlighting key findings and gaps.
• Communicate audit results to process owners and escalate critical issues.
• Coordinate with stakeholders to determine corrective action plans based on audit outcomes.
• Focus on high-priority action items and provide ongoing progress updates.

External Operations Audit Facilitation

• Collect and provide necessary data to external auditors promptly.
• Support business units in implementing auditor recommended corrective measures and monitor progress.

Risk Management and Internal Controls

• Document and enforce internal controls and operational risk mitigation strategies.
• Maintain incident logs and CAPA trackers to prevent recurrence.
• Classify risks, define controls, and conduct continuous testing.
• Publish and submit Key Risk Indicators (KRIs) and Risk Control Matrix (RCMs) reports to the ABFL Operational Risk Management team.

MIS, Reporting and Reconciliation Activities

• Prepare and share MIS reports on audits, process innovations, and improvements with Team Leader regularly.
• Verify physical customer collaterals against system records maintained by Operations.
• Coordinate with the Accounts team and banks to track open entries and update Operations team accordingly.

Project Management

• Provide support for ad hoc or directive-driven internal and external projects, regularly updating Section and Unit Heads on progress.
• Identify and help resolve obstacles affecting critical project execution.
• Champion digitization and automation efforts in audit processes to enhance scope, accuracy, and productivity.