Process Improvement

Job Summary

The Process Improvement role supports and drives the development of strong operational foundations within the Retail Credit & Collection (RCC) function. This role is intended for early-career professionals with initial hands-on work experience who are eager to deepen their understanding of business processes and develop strong problem-solving and improvement skills. The role focuses on analyzing existing processes, identifying improvement opportunities, and contributing to the design and implementation of practical solutions. While close guidance is provided, the role is expected to demonstrate independent thinking, structured execution, and the ability to quickly apply prior work experience to new and complex operational challenges.

Role and Responsibilities / หน้าที่ความรับผิดชอบ

Process Analysis & Improvement

• Analyze end-to-end processes across Retail Credit & Collection operations to identify inefficiencies, bottlenecks, rework, and improvement opportunities with direct operational impact.
• Apply structured problem-solving and prior work experience to assess issues, frame clear problem statements, and propose practical, data-informed improvement ideas.
• Work closely with business users and stakeholders to understand operational pain points and decision drivers across different functions.
• Support the design of improved processes, including process flows, SOPs, and work instructions, contributing to the foundation of scalable and sustainable operations.

Project & Implementation Support

• Contribute actively to cross-functional improvement initiatives and projects, gaining exposure to stakeholders from Operations, Risk, IT, and related teams.
• Take ownership of assigned tasks or workstreams within improvement projects, with accountability for quality, timelines, and outcomes.
• Support solution implementation and change activities, including communication, training preparation, and rollout coordination, ensuring ideas are translated into real operational change.
• Monitor implementation progress, identify risks or dependencies, and proactively raise issues to support effective decision-making.

Performance Monitoring & Continuous Improvement

• Support the tracking and analysis of key process performance metrics (e.g. turnaround time, productivity, error rate) to assess improvement effectiveness.
• Participate in post-implementation reviews to evaluate results, capture learnings, and identify further enhancement opportunities.
• Contribute insights and ideas to the team’s continuous improvement roadmap, helping prioritize initiatives with the highest business impact.

Documentation & Governance

• Prepare and maintain clear and structured documentation such as process maps, SOPs, business requirements, and project materials to support transparency and knowledge sharing.
• Ensure process changes are aligned with internal policies, control standards, and governance requirements in a regulated banking environment.
• Support management reporting, reviews, or audit-related activities by organizing documentation and evidence as required.

Qualifications / คุณสมบัติ

• Bachelor’s degree or higher in Industrial Engineering, Business Administration, Economics, Statistics, Information Technology, or related fields.
• At least 1–3 years of working experience in operations, process improvement, consulting, analytics, project-based roles, or related fields.
• Strong analytical thinking, ability to structure problems, and willingness to learn complex business processes.

Preferred

• Experience in banking, financial services, or large-scale operations environments.
• Exposure to process improvement, operational projects, or cross-functional initiatives.

Specific knowledge and skill / ความรู้เฉพาะตำแหน่ง

• Process analysis, process mapping, and operational improvement concepts.
• Basic data analysis skills or strong willingness to learn data-driven problem solving.
• Ability to document processes and summarize findings in a clear and structured manner.
• Good communication skills and openness to feedback and learning.