Manager- Process Excellence

Company Description

Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation.

We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark at a top company, in an exciting and dynamic industry.

Job Description

Job Purpose

The role holder is responsible for managing, developing and driving cross-functional programs that help transform customer experience and create the building blocks for a customer-centric organization:

• Evaluate Existing Business Processes
• Create Documentation Outlining Process Improvements
• Manage Improvement Teams and Implementation Processes
• Conduct Ongoing Analyses
• Update Department Procedures and Policies
• Create processes and integrate voice of the customer insights into cross-functional action plans
• Represent the voice of the customer throughout product lifecycle
• Drive the provision of an effective and robust complaint handling training and competence scheme that enables employees to deliver fair outcomes to customers.
• Drive root cause analysis and work with all channels to identify and implement business process improvements that will prevent recurrence of issues
• Review any process changes, product and service developments and external customer communication
• Support the implementation of major transformation programs.
• Perform end to end review, reengineering and streamlining of key Service delivery processes
• Initiate, manage and deliver process improvement projects based on the improvement opportunities identified by the analytics team

Key Accountabilities:

Strategy Development and Implementation

• Lead key transformation projects, e.g. rethinking/redesigning of key CBG customer processes, fixing priority customer pain points highlighted through customer feedback, or other key transformation initiatives
• Develop a roadmap for comprehensive redesign of acquisition and service processes
• Manage the full life cycle of project management including planning, execution and handovers

Change Management

• Lead the Transformation/digital projects/system fixes for CBG
• Lead the management of change through continuous improvement of functional systems, processes and practices taking into account global standards and changes in the business environment which demand proactive action plans.
• Proactively identify and provide solutions for any strategic delivery risks and issues
• Define and maintain a list of customer transformation initiatives, and cascade FAB-wide transformation initiatives into CBG as required
• Articulate and strategize transformation initiatives into an actionable roadmap across CBG Businesses highlighted through customer feedback, or other key transformation initiatives
• Deliver high quality output in a timely manner by checking the progress of the projects against timelines and output against the quality parameters set by the Group
• Ensure quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas

Reporting

• Ensure that all functional reports are prepared timely and accurately and meet FAB requirements, policies and quality standards.
• Package and present progress, next steps and challenges regarding projects to the management as and when required
• Ensure timely program reporting is in place and distributed to key stakeholders/SPOCs in order to drive and influence informed decision making around priorities
• Leverage central function support teams to implement the projects (IT, Ops, Credit, etc.)
• Ensure quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas
• Proactively identify and provide solutions for any strategic delivery risks and issues
• On time delivery of projects
• Achievement of number of projects target
• Smooth operation of projects & project management