Process Mapping Analyst

At Kroo Bank, we’re building a better bank from the ground up. One that puts customers first, treats money responsibly and uses technology to make everyday banking simpler, fairer and more transparent. We’re a fully regulated UK bank, backed by long term investors, with a growing customer base and big ambitions. We move fast, think carefully and hold ourselves to the highest standards, whether that’s how we engage with our customers, build products, manage risk or look after our people. How you will contribute and key responsibilities: As a Process Mapping Analyst, you will play a crucial role in analysing, documenting, and optimising the processes within Operations Division. This position requires a blend of analytical prowess, project management skills, and a deep commitment to improving customer service through efficient process design. Other responsibilities include: Process Documentation and Mapping: Develop detailed end-to-end process maps that clearly depict the workflows within the Operations Division. This includes capturing all existing processes and designing new ones to fill operational gaps. Risk and Issue Identification: Proactively identify and assess potential risks and inefficiencies in current business processes. Suggest robust solutions to mitigate risks and resolve issues. Continuous Process Improvement: Analyse processes to identify areas for enhancement. Implement changes that streamline operations, increase efficiency, and improve customer satisfaction. Training and Development: Create and execute training programs for new processes. Ensure that all relevant team members are trained and proficient in the updated workflows. Performance Monitoring: Regularly monitor the performance of implemented processes, using both qualitative and quantitative methods. Adjust processes based on feedback and evolving business needs. Stakeholder Collaboration: Work closely with various stakeholders across the neobank, including IT, Compliance, and front-line customer service teams, to ensure processes align with broader business objectives. Customer Insight Integration: Utilise customer feedback and data analytics to inform process changes, ensuring that operational improvements align with customer expectations and enhance the overall service experience. You’ll need to have: 2+ years of experience in a similar role. Exceptionally analytical and outstanding thinking skills. Strong skills in Process Mapping and Business Process Reengineering. Strong analytical skills with ability to extensively analyse business processes and workflows. We offer a range of benefits to support you both in and outside work: Annual leave: 25 days of annual leave, 8 bank holidays, 1 Kroo bank holiday on 24 June and 1 day off during the week of your birthday. Personal days: 3 personal days to use as needed. Volunteering: Up to 4 hours of employer sponsored volunteering time each month. Mental health support: Access to Spill, our mental health support partner. Workplace pension: A pension with a 5% employee contribution and a 3% employer contribution. Equipment: A MacBook laptop and the equipment you need for hybrid working, with support towards your home office setup if required. Office space: Access to our offices, including our workspace on Deansgate in central Manchester. Cycle to Work scheme. Electric Car scheme. Enhanced parental leave to support employees starting and growing their families. Development opportunities as the bank grows. Private healthcare for you and your immediate family through Vitality. Hybrid working Working remotely has changed many of our lives for the better and we are behind continuing the benefits of flexibility. We have a beautiful office in Manchester, which, when used for the right things, can be a useful and powerful tool. Currently, we see a blended model of working 1-2 days a week in the office, so candidates that are able to travel in occasionally are the best fit for our current working practices. Please note: Our ambition is to be a truly 24 ⁄ 7 customer-focused bank. In order to achieve this, you’ll be working shifts across 5 days (Monday