AVP- Process Excellence
First Abu Dhabi BankThis job is no longer accepting applications
Job Description
Job Description
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
- 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 transformation 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
Strategy Development and Implementation
- Leads 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
- Develops a roadmap for comprehensive redesign of acquisition and service processes
- Manages 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 identifies and provides solutions for any strategic delivery risks and issues
- Defines and maintains list of customer transformation initiatives, and cascades FAB-wide transformation initiatives into PBG as required
- Articulates and strategize transformation initiatives into an actionable roadmap across PBG Businesses highlighted through customer feedback, or other key transformation 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
Qualifications
Minimum Qualification
- Minimum graduation with relevant local market knowledge, Retail Banking, Product & Services
- Sound Compliance, Ops or Product or Sales Governance background
- Good communication & Interpersonal skills
Minimum Experience
- Minimum 5 to 8 years of Retail banking experience
More Info
About Company
FAB, the UAE’s largest bank and one of the world’s largest financial institutions offers a an extensive range of tailor-made solutions, and products and services, to provide a customised banking experience. Through its strategic offerings, it looks to meet the banking needs of customers across the world via its market-leading Corporate and Investment Banking and Personal Banking franchises.
Headquartered in Abu Dhabi, in Khalifa Business Park, the bank’s international network spans over 19 countries, across the world, providing the global relationships, expertise and financial strength to support local, regional and international businesses seeking to do business at home and abroad. In line with its commitment to put customers first, to Grow Stronger, FAB will continually invest in people and technology to create the most customer-friendly banking experience and will support the growth ambitions of its stakeholders across the global network in which the bank operates.