Join our team and play a key role in driving operational excellence and shaping the future of Global Banking through your expertise and leadership.
As a Procedure Writer Business Process Senior Associate within the Global Banking Client Onboarding and Services, you will provide technical writing support using Structured Authoring for Client Onboarding and Services teams, manages periodic change requests, and oversees the annual attestation process. You will utilize advanced critical thinking and strong problem-solving skills to research inquiries and recommend effective solutions. Additionally, you will demonstrate effective stakeholder management and robust project management capabilities to ensure the successful execution of key initiatives.
Role's shift requirement is 5PM – 2AM Manila time.
Job responsibilities
Manage medium to high complex requests and projects, and manages escalation.Foster an environment of trust with internal partners and their senior management, where issues are escalated, identified, and resolved effectively.Create, modify, and write standardized procedure documents through partnership with Product, Subject Matter Experts, and Library Function owners to maintain accuracy of content.Continuously ensure that documents are updated, streamlined, maintained and archived appropriately.Identify, propose and execute remediation plan for control gaps that deviates from approved writing standard.Identify and execute process improvements.Work across organizational boundaries with internal partners to ensure the delivery of quality products and services.Respond to inquiries from Global Banking Client Onboarding and Services partners related to operating procedure changes and creation.Build relationships and establish credibility which is founded on a detailed understanding of operational data and processes.Prioritize inquiries to ensure visibility, traction, and resolution.Set expectations, facilitate internal communication, and resolve inquiries through effective communication.
Required qualifications, skills and capabilities
Strong verbal and written communication skills.Proven experience developing, writing, and maintaining standard operating procedures.Background in service, operations, treasury, or implementations.Ability to document processes and summarize complex issues in a clear, concise manner.Experience managing a team, including coaching and mentoring for professional growth.Demonstrated project management and stakeholder management capabilities.Adaptability to fast-paced, transformative environments while consistently driving results.Motivated self-starter and continuous learner with a problem-solving mindset.Strong critical thinking skills and tactical execution abilities.Excellent organizational skills, with the ability to prioritize, work under pressure, and meet tight deadlines.Exceptional interpersonal and influencing skills, with a track record of building credibility and partnerships with senior business and control partners.
Preferred qualifications, skills and capabilities
College degree preferred, and / or with 3+ years of experience in client service, operations, technology, sales, or portfolio management. Technical writing or Structured Authoring experience is an advantage but not required with experience in Content Management Tool such as Adobe Experience Manager authoring using DITA.Commercial or Financial services experience with knowledge on Treasury products is a plus.