Operations Analyst

Responsible for streamlining Operations and Service Delivery (O&SD) processes and ensuring Services Delivery centres are operationally ready to receive transformational changes from other projects. This position will also provide support to transformational projects,

KEY RESPONSIBILITIES

Operational Readiness of Services Delivery to support the implementation of new Projects:

• Uses a structured methodology to ensure Service Delivery operational readiness while having a complete understanding of the inter-relationship and complexities amongst people, process and technology
• Prepares artefacts for performing the assessment of operational readiness
• Monitors and reports status of Service Delivery readiness
• Ensures approval and sign-off of Service Delivery readiness by authorised designate

Process Standardisation and Improvement:

• Designs and maps (Level 4 or 5) processes according to RBC Process Mapping Guidelines
• Ensures appropriate approvals for O&SD process maps
• Measures, monitors and reports process performance
• Archives, retrieves and modifies process maps using the RBC Repository
• Uses a structured system, Lean Six Sigma (LSS) or otherwise, for analysis, problem solving and improvement of processes
• Recommends and implements solutions and process improvements to capture opportunities to increase revenues, optimize resources and manage costs
• Drafts O&SD procedures for direct drive projects

Operations and Service Delivery Project Administration:

• Takes initiative to recommend change and optimize processes outside of assigned activities
• Completes deliverables in accordance with RBC Project Management Framework (PMF)
• Accountable for the high quality and standardization of all project documentation
• Updates and archives project documentation (PMF Artefacts) in a central repository
• Monitors, measures and reports on project progress
• Reports FTE usage to Operational Readiness management
• Accountable for meeting targets and deadlines
• Ensures clear, concise and complete requirements are documented

QUALIFICATIONS/EXPERIENCE

• Associate Degree in Business or equivalent relevant qualifications
• A minimum of 5 years bank operations or financial industry relevant experience
• Introductory knowledge of Lean Six Sigma methodology

CRITICAL SKILLS

• Project Management skills
• Good report writing and communication skills
• Sound time management skills
• Process Mapping Skills
• Analytical thinking
• Strong team player
• Working knowledge of MS Applications