Manager- Process Excellence

Full time at First Abu Dhabi Bank (FAB) in UAE

Posted on January 19, 2025

Job details

Sub Division: Group Customer Experience and CB Transformation
Division: Consumer Banking Group - UAE

Company Description

Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark at a top company, in an exciting and dynamic industry.

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:

Evaluate Existing Business Processes
Create Documentation Outlining Process Improvements
Manage Improvement Teams and Implementation Processes
Conduct Ongoing Analyses
Update Department Procedures and Policies
Create processes and integrate voice of the customer insights into cross-functional action plans
Represent the voice of the customer throughout the product lifecycle
Drive the provision of an effective and robust complaint handling training and competence scheme that enables employees to deliver fair outcomes to customers.
Drive root cause analysis and work with all channels to identify and implement business process improvements that will prevent recurrence of issues
Review any process changes, product and service developments and external customer communication
Support the implementation of major transformation programs.
Perform end-to-end review, reengineering and streamlining of key service delivery processes
Initiate, manage and deliver process improvement projects based on the improvement opportunities identified by the analytics team

Key Accountabilities: Strategy Development and Implementation

Lead key transformation projects, e.g., rethinking/redesigning of key CBG customer processes, fixing priority customer pain points highlighted through customer feedback, or other key transformation initiatives
Develop a roadmap for comprehensive redesign of acquisition and service processes
Manage the full life cycle of project management including planning, execution and handovers

Change Management

Lead the Transformation/digital projects/system fixes for CBG
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 identify and provide solutions for any strategic delivery risks and issues
Define and maintain a list of customer transformation initiatives, and cascade FAB-wide transformation initiatives into CBG as required
Articulate and strategize transformation initiatives into an actionable roadmap across CBG Businesses highlighted through customer feedback, or other key transformation initiatives
Deliver 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
Ensure quality delivery by vendors 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
Ensure 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.)
Ensure quality delivery by vendors as per the bank guidelines, in case of outsourced development & delivery areas
Proactively identify and provide solutions for any strategic delivery risks and issues
On-time delivery of projects
Achievement of number of projects target
Smooth operation of projects & project management

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Hiring company

First Abu Dhabi Bank (FAB)

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Manager- Process Excellence

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First Abu Dhabi Bank (FAB)

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Manager- Process Excellence

Job details

Company Description

Job Description

Apply safely

Hiring company

First Abu Dhabi Bank (FAB)

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