Business Process Improvement Specialist
4 weeks ago
ADIB - Abu Dhabi Islamic Bank is seeking a highly skilled Business Process Improvement Specialist to join our team.
Role Purpose:The Business Process Improvement Specialist will be responsible for reviewing, identifying, and enhancing business processes to improve efficiency, productivity, and customer experience. This role will work closely with various units within the contact center and other stakeholders to set business process objectives and streamline processes.
Key Accountabilities:- Operational Readiness: Documenting, reviewing, and maintaining departmental policies and procedures, including Standard Operating Procedures and Server Level Agreements.
- Process Improvement: Leading and representing the contact center on bank-wide process improvement initiatives, working with unit heads to drive process improvement, and documenting all processes.
- Human Resource/People: Engaging with individuals within the department, providing support and guidance, and developing people.
- Quality: Ensuring timelines and deadlines for SOP renewal are met, monitoring agent performance, and coordinating discussions around process implementation.
- Continuous Improvement: Identifying process gaps and opportunities, working towards bridging gaps, and continuously finding ways to improve processes.
- Education: Bachelor's degree in business management or finance and banking.
- Skills: Excellent MS Office, MS Visio, and communication skills, with fluency in English and Arabic.
- Experience: Minimum 3 years' experience in contact centers and business process, with previous experience in developing operating procedures and process flows.
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