Manager- Process Excellence

1 week ago

Dubai, Dubai, United Arab Emirates First Gulf Bank PJSC Full time

Sub Division:
Group Customer Experience and CB TransformationDivision: Consumer Banking Group
  • UAECompany DescriptionJoin 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 a top company, in an exciting and dynamic industry.

Job DescriptionJob PurposeThe 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 ProcessesCreate Documentation Outlining Process ImprovementsManage Improvement Teams and Implementation ProcessesConduct Ongoing AnalysesUpdate Department Procedures and PoliciesCreates processes and integrates voice of the customer insights into cross-functional action plansRepresents the voice of the customer throughout product lifecycleDrives the provision of an effective and robust complaint handling training and competence scheme that enables employees to deliver fair outcomes to customers.

Drives root cause analysis and work with all channels to identify and implement business process improvements that will prevent recurrence of issuesReview any process changes, product and service developments and external customer communicationSupports the implementation of major transformation programs.

Performs end to end review, reengineering and streamlining of key Service delivery processesInitiates, manages and delivers process improvement projects based on the improvement opportunities identified by the analytics teamKey Accountabilities:
Strategy Development and ImplementationLeads 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 initiativesDevelops a roadmap for comprehensive redesign of acquisition and service processesManages the full life cycle of project management including planning, execution and handoversChange ManagementLead the Transformation / digital projects / system fixes for CBGLead 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 identifies and provides solutions for any strategic delivery risks and issuesDefines and maintains list of customer transformation initiatives, and cascades FAB-wide transformation initiatives into CBG as requiredArticulates and strategize transformation initiatives into an actionable roadmap across CBG Businesses highlighted through customer feedback , or other key transformation initiativesDelivers 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 GroupEnsures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areasReportingEnsure 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 requiredEnsures 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.)Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areasProactively identifies and provides solutions for any strategic delivery risks and issuesOn time delivery of projectsAchievement of no.

of projects targetSmooth operation of projects & project management
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