Business Process Improvement Specialist

7 days ago

Ras alKhaimah, Ra’s al Khaymah, United Arab Emirates ADIB - Abu Dhabi Islamic Bank Full time
Job Description

**Role:** Business Process Reviewer

**Location:** Abu Dhabi Islamic Bank (ADIB)

**Job Summary:**

We are seeking a highly skilled Business Process Reviewer to join our team at ADIB. The successful candidate will be responsible for reviewing, identifying, and enhancing business processes to improve efficiency, productivity, and customer experience.

Key Responsibilities:

  • Operational Readiness:
    • Document, review, and maintain departmental policies and procedures (Standard Operating Procedures, Service Level Agreements)
    • Review systems Business Requirement Documents (BRDs) and attend system User Acceptance Testing (UAT) and demo sessions
    • Lead and represent the contact center on bank-wide process improvement initiatives
    • Work with unit heads to drive process improvement and create better efficiency in executed processes
    • Document all processes, including new process implementation, process updates, and tracking of changes
    • Track all projects initiated by the contact center and those involving the contact center
    • Ensure deployed processes are executed through relevant checks (work closely with Risk Control)
    • Develop and re-engineer processes in line with business unit and bank goals and direction
    • Gather information, develop an accurate assessment/analysis, and identify effective solutions
    • Drive root cause analysis and work with teams to implement business process improvements
    • Collect sign-offs for process changes and updates
    • Lead the improvement of functional systems, processes, and practices considering changes in the business environment
    • Manage departmental business continuity plans (documentation and implementation)
  • Human Resource/People:
    • Engage with individuals within the department
    • Develop people
    • Provide support and guidance to departmental individuals
  • Quality:
    • Ensure timely renewal of SOPs
    • Regularly monitor agent performance to identify areas for improvement
    • Coordinate and facilitate discussions around process implementation and delivery of training
  • Continuous Improvement:
    • Find ways to improve processes for efficiency, reduce rework, and improve customer experience
    • Identify process gaps and opportunities and work towards bridging them
  • Continuous Process Improvement:
    • Comply with and perform key operational controls as required in ADIB's policies and procedures relating to process re-engineering

Requirements:

  • Education: Bachelor's degree in business management or finance and banking
  • Skills:
    • Excellent Microsoft Office skills
    • Excellent Microsoft Visio skills
    • Fluent in English and Arabic
    • Six Sigma, PMP certification an added advantage
    • Banking knowledge
    • Excellent presentation skills
    • Excellent communication and interpersonal skills
    • Excellent analytical, methodical, and 'out-of-the-box' thinking
  • Experience: Minimum 3 years' experience in contact centers and business process
  • Previous Experience: Previous experience in developing operating procedures and process flows

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