Head, Process Re-Engineering, Middle East

2 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Standard Chartered Bank - UAE Full time
Head, Process Re-Engineering, Middle East
Job Description

The Job Holder plays a very important role in introducing enhancements to current processes across CB Middle East, guided by the Group and local Re-engineering & NPS agenda.


  • Improve customer and frontline experience
  • Standardize/ simplify processes, without compromising service & risk
  • Support automation & application upgrade projects
The Job Holder should ensure migration of best practices.
Key Roles & Responsibilities

  • In consultation with Head of Service Delivery Middle East, identity areas for improvement and standardization that will deliver material benefits to the country businesses.
  • Work with in-country Service Quality, Customer Care Unit, Operational Risk and Support teams for successful completion of all Process Re-engineering initiatives.
  • To strive for continuous improvement aimed at bettering customer & frontline experience.
  • Support Products, Operations, Credit, Operational Risk and Segments, on a day-to-day basis and on Project basis, in areas of process changes, improvements and in new product launches. Execute these identified initiatives using approved project methodologies and templates for process improvements.
  • Conceptualize & design processes, identify key risks, and suggest controls and issue service oriented operating guidelines to all stakeholders, with their buy-in.
  • Assist in creating business requirement documents, coordinate with various users for User Acceptance Testing for all CB system fixes pertaining to host and sub systems.
  • Partner with process owners in conducting initial training.
  • The job holder must ensure he/ she is fully aware of all the policies, regulations and procedures issued in relation to money laundering prevention and Sanctions. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer. Ensure strict compliance
Qualifications & Skills

  • Awareness and understanding of business policies, processes and local regulations is an essential ingredient.
  • Sound knowledge in process design and risk management principles.
  • Sound knowledge in various banking products [CB], and functioning of Channels and segments.
  • Strong leadership qualities, excellent interpersonal skills and multicultural awareness and sensitivity
  • Self-starter, resourceful, ability to multi-task, adaptable, flexible and change agent
About The Company

Standard Chartered Bank started in 1958 in UAE with its first branch in Sharjah.

The Group's business gradually increased in Dubai with the opening of several branches and today, Dubai is the administrative hub of the Middle East and South Asia Region.

In its 43rd year, the Bank enjoys the position of having the most extensive branch network among foreign international banks in UAE with 10 branches emirate-wide.


Standard Chartered is an international bank, focused on the established and emerging markets of Asia, Africa, the Middle East and Latin America with an extensive global network of more than 600 offices in over 50 countries.

The three principal business groups are Global Markets, Personal Banking and Corporate and Institutional Banking.


In UAE, we are one of the leading banks, offering an extensive range of products and services for personal customers, local companies, multinational corporate and financial institutions.

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