Manager- Process Excellence

4 weeks ago

Dubai, Dubai, United Arab Emirates First Abu Dhabi Bank Full time

JobPurpose

The role holder isresponsible for managing developing and driving crossfunctionalprograms that help transform customer experience and create thebuilding blocks for a customercentricorganization:

  • Evaluate ExistingBusiness Processes
  • Create DocumentationOutlining Process Improvements
  • ManageImprovement Teams and ImplementationProcesses
  • Conduct OngoingAnalyses
  • Update Department Procedures andPolicies
  • Creates processes and integrates voiceof the customer insights into crossfunctional actionplans
  • Represents  the voice of thecustomer throughout product lifecycle
  • Drivesthe provision of an effective and robust complaint handlingtraining and competence scheme that enables employees to deliverfair outcomes to customers.
  • Drives root causeanalysis and work with all channels to identify and implementbusiness  process improvements that will preventrecurrence of issues
  • Review any process changesproduct and service developments and external customercommunication
  • Supports the implementation ofmajor transformation programs.
  • Performsend  to end review reengineering and streamlining of keyService delivery processes
  • Initiates managesand delivers  process improvement projects based on theimprovement opportunities identified by the analyticsteam

KeyAccountabilities:

StrategyDevelopment and Implementation

  • Leads keytransformation projects e.g. rethinking/ redesigning of key CBGcustomer processes fixing priority customer pain points highlightedthrough customer feedback or other key transformationinitiatives
  • Develops a roadmap forcomprehensive redesign of acquisition and serviceprocesses
  • Manages the full life cycle ofproject management including planning execution andhandovers

ChangeManagement

  • Lead theTransformation / digital  projects / system fixes forCBG
  • Lead the management of change throughcontinuous improvement of functional systems processes andpractices taking into account global standards and changes in thebusiness environment which demand proactive actionplans.
  • Proactively identifies and providessolutions for any strategic delivery risks andissues
  • Defines and maintains list of customer transformation initiatives and cascades FABwidetransformation initiatives into CBG asrequired
  • Articulates and strategizetransformation initiatives into an actionable roadmap across CBGBusinesses highlighted through customer feedback or other keytransformation initiatives
  • Delivers highquality output in a timely manner by checking the progress of theprojects against timelines and output against the qualityparameters set by the Group
  • Ensures qualitydelivery by vendor as per the bank guidelines in case of outsourceddevelopment & deliveryareas

Reporting

  • Ensurethat all functional reports are prepared timely and accurately andmeet FAB requirements policies and qualitystandards.
  • Package and present progress nextsteps and challenges regarding projects to the management as andwhen required
  • Ensures timely program reportingis in place and distributed to key stakeholders/SPOCs in order todrive and influence informed decision making around priorities 
  • Leverage central function supportteams to implement the projects (IT Ops Creditetc.)
  • Ensures quality delivery by vendor as perthe bank guidelines in case of outsourced development &delivery areas
  • Proactively identifies andprovides solutions for any strategic delivery risks andissues
  • On time delivery ofprojects
  • Achievement of no. of projectstarget
  • Smooth operation of projects &project management
  • Timeliness and accuracy ofreports

RemoteWork :

No

EmploymentType :

Fulltime

Key Skills
BusinessIntelligence,Children Activity,Business Analysis,CorporateSales,ABB,Corporate Development
Vacancy: 1

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