Procedure Writer Business Process Senior Associate

Join our team and play a key role in driving operational excellence and shaping the future of Global Banking through your expertise 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 for procedures, manage periodic change requests, and oversee 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

• Good communication skills both verbal and written; with experience in developing, writing, and/or maintaining standard operating procedures.
• Experience in service, operations, treasury, implementations, sales, or portfolio management
• Ability to write in a simple, clear, and concise manner including documenting processes and summarizing complex issues and situations.
• Experience in managing a team.
• Ability to coach, mentor, and support professional growth within the team.
• Project Management and Stakeholder Management experience.
• Previous experience adapting to a fast paced, transformative work environment while driving results.
• Motivated self-starter & continuous learner who is driven to solve problems, and strong aptitude for critical thinking and tactical execution.
• Excellent interpersonal, influencing, communication and partnership skills.
• Excellent organizational skills and the ability to manage, prioritize, work under pressure, and meet tight deadlines.
• Strong interpersonal, influencing skills, with the ability to establish credibility and strong partnership with senior business and control partners.
  
   

Preferred qualifications, skills and capabilities

• College degree preferred, and / or with 6 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.