Manager, Service Optimization

5 days ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Standard Chartered Bank - UAE Full time

Standard Chartered Bank - UAE is seeking a Manager, Service Optimization to join our team in Middle East. The successful candidate will be responsible for improving customer and frontline experience through process standardization and simplification without compromising service and risk.

The ideal candidate will have a strong background in process design and risk management principles, as well as excellent interpersonal skills and multicultural awareness and sensitivity. He/She will work closely with various teams to ensure seamless execution of process re-engineering initiatives.

About this role:

  1. In consultation with Head of Service Delivery Middle East, identify areas for improvement and standardization that will deliver material benefits to the country businesses.
  2. Work with in-country Service Quality, Customer Care Unit, Operational Risk and Support teams for successful completion of all Process Re-engineering initiatives.
  3. Strive for continuous improvement aimed at bettering customer and frontline experience.
  4. 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.


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