Detalhes do emprego
- 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 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
- 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
- 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
- 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 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 project target numbers
- Smooth operation of projects & project management
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Hiring company
First Gulf Bank PJSC
-
Lean Six Sigma Black Belt Training GreyCampusAED 1,322Duração: Upto 20 Hours
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