RCC Transformation

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Contact Center / Telesales / Collection

RCC Transformation

Date: 24 Aug 2026

Location:
Bangkok, Thailand

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Company: Kiatnakin Phatra Bank Public Company Limited

Job Summary

The Transformation Project Manager is responsible not only for executing projects but driving end-to-end business transformation across RCC by aligning business, operations, technology, and customer experience.

This role plays a critical part in delivering measurable business outcomes by:

Leading cross-functional initiatives

Driving stakeholder alignment and decision-making

Ensuring successful change adoption across business users

Delivering scalable, compliant, and customer-centric solutions

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.

Stakeholder & Change Management

Manage and influence cross-functional stakeholders to align priorities and drive decisions in a complex environment

Facilitate workshops and discussions to gather requirements, align expectations, and drive clarity

Lead change management activities to ensure successful adoption of new processes and systems

Identify resistance and proactively drive user adoption and behavioral change

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.

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

Specific knowledge and skill / ความรู้เฉพาะตำแหน่ง:
Experience and knowledge in banking business and retail product related regulatory and compliance.

Communication & Presentation, Stakeholder and Time management, Problem solving, Negotiating skills