Business Process & Quality Assurance Manager

The Business Process & Quality Assurance Manager drives process optimization, operational efficiency, and quality assurance while strengthening internal controls and representing the function at management, executive, and board meetings.

Job Summary
The Business Process & Quality Assurance Manager is a detail-oriented and experienced Business Operations and Process Manager with a strong background in financial services and a keen focus on process optimization and efficiency. The role is responsible for analyzing, designing, and implementing processes to drive operational excellence, as well as optimizing internal controls and ensuring quality assurance for all process-related initiatives. This role is a critical leadership role that will be required to make representations at Management Meetings, Group Executive Meetings, and board committee Meetings.

Job Details

MINIMUM EDUCATION REQUIREMENTS

• Bachelor’s Degree in Auditing, Accounting, Management Studies, Business Administration or a related filed.

PREFERRED EDUCATION REQUIREMENTS

• Master’s Degree with specialization in Banking and Finance, Auditing or a related field would be an asset

CERTIFICATION

• Professional qualifications to include CIA, ACCA, CFSA, CPA, or equivalent.

MINUMUM EXPERIENCE REQUIREMENTS

• Three (3) years audit experience at a Managerial level in a financial institution. 
• Experience at the Supervisory level would be an asset.
• Strong understanding of process improvement methodologies such as Six Sigma or Lean.

PREFERRED EXPERIENCE REQUIREMENTS

• Five (5) or more years audit experience as an Auditor or working with internal and external Audits in a financial institution.
• Minimum of 7 years of experience in business process management, preferably in the financial services industry.

Functional/ Technical Skills

• Proven track record of successfully leading process optimization initiatives.
• Knowledge of Healthy digital behaviours.
• Knowledge of relevant rules, regulations, laws, applicable to the VM Group.
• Ability to use and interpret organizational data systems to support planning and decision making.
• Proficiency in Microsoft Suit of applications specifically, Microsoft Word, Microsoft Excel, and Power Point.
• Data and Systems analysis (regarding transactional data, review of system reports)
• Ability to use auditing software tools.
• Knowledge of the operations of financial institutions, particularly in the securities industry.
• Working knowledge of the Banking Services Act, Companies Act, Securities Act, and regulatory requirements for Insurance, Securities Dealing & Banking and new product development of related business initiatives.
• Experience in internal operational audit role or equivalent experience identifying and/or implementing Financial or Operational Controls
• Excellent personal project management and organizational skills and capability to handle multiple tasks/deliverables at one time.
• Proven track record of successfully leading process optimization initiatives.
• Ability to exercise high degree of confidentiality.
• Good inter-personal skills with the ability to multi-task and prioritize.
• Excellent communication skills, both orally and written.
• Excellent organizational skills with the ability to work on own initiative.
• Ability to utilize a digital approach to problem solving by using digital tools to work productively and efficiently.
• Strong analytical, planning, critical thinking skills.
• Strong communication and stakeholder management skills.
• Certification in process improvement methodologies is a plus.

Job Responsibilities

1. Process Analysis, Optimization & Redesign:

• Conduct thorough analysis of existing business processes to identify inefficiencies and areas for improvement.
• Work closely with cross-functional teams to gather process requirements and data.
• Utilize process mapping and modeling tools to document current processes and propose optimized solutions.
• Design and develop new business processes that align with organizational goals and objectives.
• Recommend process improvements and automation solutions to streamline operations.
• Collaborate with stakeholders to ensure successful implementation of new processes.
• Continuously monitor and evaluate process performance metrics to identify bottlenecks and opportunities for optimization.
• Lead process improvement initiatives to enhance efficiency, reduce costs, and improve quality.
• Implement best practices and standards to drive consistency across processes.

2. Quality Assurance:

• Work with the Business Transformation Lead, Group ICT, Group PMO, external Vendors and other stakeholders to understand the business objectives and requirements of new process initiatives.
• Design and implement quality assurance measures for new process rollouts.
• Monitor and evaluate the effectiveness of new processes, identifying areas for ongoing optimization.
• Identify and mitigate risks associated with process changes and implementations.
• Be accountable for the Benefits Realisation of all process initiatives

3. Internal Controls:

• Own the development, documentation and approvals of Business Policies & Procedures.
• Develop and maintain a comprehensive internal controls documentation library.
• Collaborate with cross-functional teams to assess existing business processes and identify control weaknesses.
• Design and implement effective internal control frameworks to mitigate identified risks.
• Lead regular internal quality assurance and defect testing activities to ensure process compliance and operational efficiency.
• Collaborate with the Risk Management Team to assess new process initiatives and recommend appropriate control measures.
• Ensure that business processes comply with regulatory requirements and internal policies.
• Partner with the Group Internal Audit Team to ensure compliance with internal controls policies and procedures.
• Lead the coordinator for the business, for all External Audit activities.

4. Reconciliation:

• Ensure that Client, Broker and Bank Reconciliations are efficient.
• Responsible for timely reporting on all Reconciliation activities to Senior Leadership & the Board Committees.
• Introduce Process Improvement Tools to ensure that Reconciliations are optimized.

5. Change Management:

• Drive change management initiatives to ensure smooth transition to new processes.
• Provide training and support to employees on updated processes and systems.
• Foster a culture of continuous improvement and innovation within the organization