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Canadia BankHead Office, Phnom PenhActive opening
Canadia Bank

Process Improvement Officer

Banking/FinancePosted 1 d ago

Location

Head Office, Phnom Penh

Job Type

OTHER

Experience

3+ Years

Level

Mid

Work Mode

On-site

Industry

Banking/Finance

Languages

English

Apply Now

About the role

  • This role is responsible for ensuring process efficiency, identifying process gaps, benchmarking best practices, driving service improvement, and promoting continuous staff development for overall customer service excellence.
  • Conduct regular branch site visits to observe over-the-counter (OTC) and end-to-end service processes.
  • Assess operational efficiency, service delivery standards, and adherence to bank policies, processes, and guidelines.
  • Review existing operational processes and identify gaps, control weaknesses, and service bottlenecks.
  • Collect feedback from branches regarding operational challenges and recommend practical improvement solutions.
  • Conduct mystery shopping visits at competitor banks to benchmark service standards, analyze competitor practices, and propose process improvement initiatives to align with market trends.
  • Prepare reports of branch site visits, branch's challenges, and mystery shopping visits and submit them to the Branch Support Unit Manager for review.
  • Provide on-the-job coaching and demonstrate correct procedures to branch staff to ensure proper execution of bank policies, processes, and guidelines.
  • Conduct follow-up assessment/evaluation to measure improvement and address recurring issues, and propose training if needed.
  • Conduct a post-implementation review following the rollout of new or revised products, systems, or processes to identify recurring operational issues or gaps and recommend corrective actions.
  • Perform other duties assigned by Management.

Requirements

  • Bachelor's Degree in Administration, Finance and Banking, or a related field.
  • Minimum 3 years of experience in banking operations, internal audit, or process improvement.
  • Strong understanding of branch operational processes and regulatory compliance requirements.
  • Demonstrate proficiency in English (both writing and speaking) for professional communication.
  • Strong coaching, negotiation, analysis, and problem-solving skills.
  • Proficient in Microsoft Office (Word, Excel, and PowerPoint).
  • High level of integrity, accountability, and commitment to operational excellence.
  • Strong interal skills with the ability to influence and guide branch staff effectively.

Required Skills

AdministrationFinanceBankingBanking OperationsInternal AuditProcess ImprovementBranch Operational ProcessesRegulatory ComplianceEnglishProfessional CommunicationCoachingNegotiationAnalysisProblem-SolvingMicrosoft OfficeWordExcelPowerPointIntegrityAccountability

About Canadia Bank

Visit Website

Canadia Bank Plc. was established on 11th November 1991 as “Canadia Gold & Trust Corporation Ltd.”, joint-venture between Cambodian - Canadians and the National Bank of Cambodia (Central Bank of Cambodia). The bank’s management consisted of former staff of the National Bank of Cambodia and its Cambodian – Canadian shareholders. The main activities were based on gold transactions, gold plaque manufacturing and lending to local merchants. Since 1991, the bank has grown significantly and expanded operations, becoming the largest local bank in Cambodia. Banking with Canadia Bank means a relationship with us and our banking professionals. Dedicated service to our customers, we deliver best-in-class banking across Cambodia. Long-standing local experience, wide network of branches, and uncompromising focus on financial strength and reliability, Canadia Bank leads. With an eye for the future, we are building a universal financial services group. With an extensive range of products and services, Canadia Bank has the right solutions. With qualified and knowledgeable banking professionals, Canadia Bank is your best partner. Canadia Bank has one of the largest networks of branches and ATM machines throughout the country, with a presence in every province in Cambodia, making our services simple, convenient, and accessible. With a worldwide network of correspondent banking relationships and a solid base of local and international customers Canadia Bank holds commanding market shares in loans as well as deposits. Along with the new securities trading license, Canadia Bank offers a comprehensive range of products and services that meet our customers’ needs. With a strong and safe financial standing, and a disciplined approach to growth, the Bank stands on firm financial foundations, which ensures that our customers and confidence in their banking relationship with us. Today, Canadia Bank remains the safest bank in Cambodia. Canadia Bank’s customers and banking partners, local and global, are assured that the bank balances growth aspirations with a strong and stable balance sheet. Our Mission To Be the Best Partner to our customers and employees by leveraging on People, Technology, and Service Delivery. Our Vision To be the Trusted Bank of Choice in Cambodia. To bring our years of experience into constantly developing new and exciting products and services to better serve our customers. Core Values We flourish in an open atmosphere that celebrates the spirit of invention, progress, and change while embracing our CORE VALUES of Trust, Ownership, Performance-Driven, Innovation, and Customer Focus in everything that we do..

Employees

1001 to 5000

Industry

Banking/ Insurance/ Microfinance

City

Phnom Penh

More at Canadia Bank

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