Job Description:

The SOP Writer will be responsible for developing, reviewing, and maintaining Standard Operating Procedures
(SOPs) across the bank’s functions. This role is central to ensuring standardized, efficient, and compliant operations
that support the bank’s service delivery and operational excellence goals. The incumbent will work closely with
process stakeholders, department heads, and compliance units to produce clear, structured, and user-centric SOPs
that reflect best practices and regulatory requirements.

Key Responsibilities:

● Collaborate with process owners, subject matter experts (SMEs), and the Operational Excellence team to

understand business processes and document them into SOPs.

● Develop new SOPs based on redesigned or newly introduced operational and service delivery processes.

● Standardize SOP structure, formatting, and terminology in line with the bank’s documentation and quality

guidelines.

● Translate complex workflows, regulatory obligations, and system steps into clear, actionable SOPs tailored to

the end-users.

● Ensure that all SOPs align with the bank’s operational risk management, compliance, and internal control

frameworks.

● Review and update existing SOPs in response to process changes, audit findings, or service improvement

initiatives.

● Support service excellence initiatives by ensuring SOPs enable efficiency, consistency, and customer-centric

service delivery.

● Maintain a version-controlled SOP repository and coordinate periodic SOP reviews with relevant stakeholders.
● Track progress of SOP development and provide regular reports to the Operational & Service Excellence
leadership.

● Participate in process mapping workshops and document supporting artifacts (e.g., RACI matrices, process

flows).

● Liaise with internal audit, risk, compliance, and training teams to ensure SOPs are accurate and actionable.

Reporting Line:

This position reports to the Senior Manager – Operational & Service Excellence. Key Skills & Competencies:

● Excellent writing, structuring, and editing skills tailored for professional SOP documentation.
● Strong understanding of operational workflows and service delivery models.

● Familiarity with regulatory, compliance, and quality standards relevant to banking and financial institutions.
● Proficient in MS Office (especially Word and Visio) and document management platforms.
● Working knowledge of business process mapping tools is a plus.

● Strong interpersonal and stakeholder management skills.

● Highly organized with attention to detail and adherence to timelines.

Qualifications & Experience:

● Bachelor’s or Master’s degree in a related field.

● 5–8 years of relevant experience in SOP writing, technical documentation, or operations support.
● Prior experience in the banking, financial services, or regulated industries is highly preferred.
● Exposure to Operational Excellence, Business Process Reengineering (BPR), or Continuous Improvement
initiatives is desirable.