Business Process Analyst/Lean Consultant/Cash Handling

Business Process Analyst/ Lean Six Sigma Consultant/ Cash Handing/Cash Management

A leading financial organisation is working on the end-to-end (i.e. from customer to
customer) processes. In order to enable this, the role of the end-to-end
process owner has been created.

The E2E process owner is accountable for the E2E performance of a
process and for the continuous improvement of it, as well as for its
measurability, transparency and predictability.
This accountability is independent from the management of the entities
involved in the various parts of the process, in which line managers keep
responsibility for the execution of their part of the process. He must make
sure that bank entities do not work separately on optimizing process steps
within their own boundaries, but instead cooperate to improve the whole
chain as the customer sees it.
The end-to-end process owner will continuously balance the value the
customer gets from the process and the cost and risk of the process for the
bank.

The domain 'cash handling' incorporates all activities related to the
transport and distribution of notes, coins, foreign currencies and precious
metals through the bank's different channels.
The domain 'cards' encompasses all activities related to debit and credit
cards performed within the bank, both related to issuing and to
acquiring.

These domains are developing at a fast rate, creating the need for a senior
process analyst supporting the end-to-end process owner with his
analyses.

Responsibilities and deliverables:

In support of the end-to-end process owner, an in-depth analysis has to be
performed on a number of services.

A mapping of the whole value chain of cash services, from customer
through all intervening (internal and external) parties and back to the
customer, has to be performed. This mapping should describe all major
process steps, the costs and benefits, the party executing the step and the
added value. On the basis of this analysis, a recommendation should be
made on how this process can be improved. Improvements can relate both
to customer satisfaction and to cost reduction. The impacts on different
departments should be assessed and an action plan for the implementation
provided. Reports and KPIs to monitor the process performance should be
defined.

Other tasks:
Analyse market tendencies and opportunities
allowing to increase the efficiency of the cash cycle
Contribute to the study resulting in a target vision
on cash distribution in retail branches
Analyze initiatives to stimulate customers to use
differentiated means of payment

For the cards domain, there is a major project roadmap that will heavily
influence the processes in the coming years. Two analyses need to be
performed on this:
Determine the exact process impact of each of
the projects. Expected deliverable: process mapping of major
cards processes after each project release
Determine the impact of each of the projects on
the functionalities offered though the different channels
(branches, ATM's, internet, apps, …). Expected deliverable:
based on the as is situation and the high-level "to be" vision,
detailed analysis of functionalities offered through all channels
resulting in the identification in incoherencies from a "customer
experience" point of view

Other tasks:

Contribution to the elaboration of the Cards
domain KPI dashboard
Analyze the potential of e-vaults and e-signature
for the cards domain

Language Skills: Preferably French, Dutch and English.