Head of CB Process Excellence

4 weeks ago

Dubai, United Arab Emirates First Abu Dhabi Bank Full time

Job Description

Job Purpose:

The role holder is responsible for managing, developing and driving cross-functional programs that help transform customer experience and create the building blocks for a customer-centric  organization:

Implement process improvement disciplines to increase quality and improve delivery and create sustainable measurement and daily management systems to ensure continued success. Enhancing acquisition and service processes in order to match market standards. Establish a Centre excellence which will design, deploy and manage all processes around six sigma to maximize efficiency. Developing and maintaining a comprehensive roadmap and program manage execution by Businesses and other Bank stakeholders. Coach, mentor, and train the team in the philosophy, methods, and tools of process improvement to increase the organizational capability to respond to problems. Evaluate Existing Business Processes Create Documentation Outlining Process Improvements Manage Improvement Teams and Implementation Processes Conduct Ongoing Analyses Update Department Procedures and Policies Creates processes and integrates voice of the customer insights into cross-functional action plans. Represents the voice of the customer throughout product lifecycle. Drives the provision of an effective and robust complaint handling training and competence scheme that enables employees to deliver fair outcomes to customers. Drives root cause analysis and work with all channels to identify and implement business process improvements that will prevent recurrence of issues. Signs-off for any process changes, product and service developments and external customer communication Supports the implementation of major programs. Performs end to end review, reengineering and streamlining of key Service delivery processes. Initiates, manages and delivers process improvement projects based on the improvement opportunities identified by the analytics team. Defines goals and key performance indicators for each member of the team and ensures effective implementation of the organization’s performance management process. Develops talent within the team by providing guidance and coaching to achieve the defined goals.

Key Accentualities:

Strategy Development and Implementation

Develop and direct the implementation of the functional strategy ensuring alignment to group strategy, FAB vision, mission and corporate objectives. Ensure that functional strategy and related strategic plans are developed and implemented, which are aligned with the vision and mission of the bank. Ensure the provision of subject matter expertise for the assigned domain and provide counsel to FAB leadership on all related areas to facilitate the achievement of FAB strategy and functional strategies. Leads key Business process, e.g. rethinking/ redesigning of key customer processes, fixing priority customer pain points highlighted through customer feedback, or other key initiatives Develops a roadmap for comprehensive redesign of acquisition and service processes. Manages the full life cycle of project management including planning, execution and handovers.

Leadership

Manage the effective achievement of functional objectives through effective leadership and by setting of individual objectives, managing performance, developing and motivating team to maximize performance. Lead the talent development initiatives for the assigned function, collaborating with discipline experts and thereby ensure the availability of talent to fit business requirements. Act as a role model and drive adherence to organizational values and ethics by employees of the assigned function to ensure the establishment of a value driven culture within the bank. Lead a team of N-4s and N-5s and manage their work streams and work plans towards execution of target milestones.

Change Management

Lead the management of change through continuous improvement of functional systems, processes and practices taking into account global standards and changes in the business environment which demand proactive action plans. Proactively identifies and provides solutions for any strategic delivery risks and issues. Defines and maintains list of initiatives, and cascades FAB-wide initiatives into GCX as required. Articulates and strategize initiatives into an actionable roadmap across Businesses highlighted through customer feedback, or other key initiatives. Delivers high quality output in a timely manner by checking the progress of the projects against timelines and output against the quality parameters set by the Group. Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas.

Reporting

Ensure that all functional reports are prepared timely and accurately and meet FAB requirements, policies and quality standards. Package and present progress, next steps and challenges regarding projects to the management as and when required. Ensures timely program reporting is in place and distributed to key stakeholders/SPOCs in order to drive and influence informed decision making around priorities. Leverage central function support teams to implement the projects (IT, Ops, Credit, etc.) Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas. Proactively identifies and provides solutions for any strategic delivery risks and issues.

Job Context:

On time delivery of projects Achievement of no. of projects target Smooth operation of projects & project management Timeliness and accuracy of reports

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