Process Optimization Specialist

hace 1 día

Bogotá, Bogotá D.E., Colombia Scotiabank A tiempo completo

About Us

Scotiabank is a global bank with a presence in multiple markets. Our technology division, ScotiaTech, is responsible for developing and maintaining various systems that support our operations.

Job Summary

We are seeking an experienced Process Optimization Specialist to join our team in Bogota, Colombia. The successful candidate will be responsible for leading process analysis and design, stakeholder management, and creation and execution of change management plans to support Identity and Access management products and service launches.

Main Responsibilities

  • Champion a customer-focused culture to deepen client relationships and leverage broader Bank relationships, systems, and knowledge.
  • Develop change management plans to assist GIAM with process changes, rollout, and any other changes that may impact other groups.
  • Develop and facilitate communications, manage process changes and facilitate adoption, and provide standard communication and change management vehicles to keep stakeholders aware of the changes and how the new TOM impacts their area.
  • Build relationships with stakeholders across the organization to assist with managing the process change required.
  • Collaborate with Product, Contact Centers, Operations, Design, and CX teams to develop change experience plans for new or changing customer experiences: map customer journeys, identify experience gaps, and advocate for less complexity and reduced customer effort whenever possible.
  • Identify what makes change experiences bad for our customers, always operating constructively toward defining positive alternatives.
  • Help drive the validation and enablement of customer support models at and following a launch.
  • Coordinate workstreams and communications amongst partners to ensure channel (e.g. branch, contact centre) preparedness for supporting customers through product and service launches.
  • Act as an expert on our customer operations, internal and customer escalations, and drive process improvements with the goal of keeping our customers happy – even when things go wrong.
  • Ensure customer feedback is being captured, analyzed, and actioned – both in preparation for and throughout the duration of a launch, in an effort to provide the best possible customer experience.
  • Ensure escalation of issues and blockers impeding the customer experience throughout a launch lifecycle are identified.

Requirements

To be successful in this role, you will need:

  • At least 5 years of experience in Organizational Change Management.
  • Bachelor's degree in Business, Learning, Communications, Organization Behavior, Organization Development, or similar field.
  • Advanced communication (verbal/written/presentation) skills in English. Spanish is a strong asset.
  • PROSCI certified.

Benefits

We offer a competitive salary of approximately $55,000 per year, based on market conditions and the location in Bogota, Colombia. We also provide a range of benefits, including medical insurance, retirement plan, and paid time off.

Location

This role is located in Bogota, Colombia, and requires relocation to our office in the city.

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