A GLIMPSE ABOUT CRÉDIT AGRICOLE EGYPT:
Crédit Agricole Egypt Since its launch in 2006, Crédit Agricole Egypt has succeeded to become a strong player on the economic scene, positioning itself as the Reference European Bank in Egypt. Aiming to become a leading innovation-driven sustainable bank, Crédit Agricole Egypt is committed to bring its international expertise to the local market to serve its clients and drive the sustainable development in line with Egypt's national priorities.
With a universal customer-focused model, Crédit Agricole Egypt is a whole bank just for you serving the entire spectrum of customers: individuals, SMEs, enterprises, Corporate and public sector. Prioritizing its customers best interests, Crédit Agricole Egypt presents an extensive range of services, tailored financial solutions and the sound advice, to accompany its clients in their walk of life. Awarded most innovative bank in Egypt, convenience and distinguished customer experience is Crédit Agricole Egypt's endeavor to attain its customers satisfaction throughout its nationwide network of branches and its state-of-the-art fully-fledged platform of digital services. Furthermore, Crédit Agricole Egypt is in line with the world's digital transformation, encouraging and implementing an innovative environment to exceed its customers expectations.
In addition, for being an active contributor to the local economy, the bank is committed to support the development of the Egyptian community and the respect of the environment.
Role Purpose:
The IT Quality Assurance Manager will be responsible for identifying gaps across IT and IT -related business processes within the bank, driving process enhancements, and ensuring alignment with IT governance standards, regulatory expectations, and internal control requirements.
This role will focus on improving process efficiency, control effectiveness, ownership clarify, documentation quality, and performance measurement across key IT Processes, including incident, problem, change, vendor, demand, project delivery, business analysis, service transition and testing governance processes.
The role will work closely with IT Quality, PMO, Governance, IT Risk, Development, Operations, and other Process Owners to define improvement actions, establish KPIs, / KRIs, monitor progress, and support continual improvement across IT.
Key Responsibilities:
- Process Gap Analysis: Assess current IT and IT-related business processes, identify inefficiencies, bottlenecks, unclear ownership, missing controls, documentation gaps, and recurring process issue and propose relevant improvements.
- Process Enhancement: Design and implement optimized workflows, process maps, RACI matrices, Control points escalation paths, templates, and standard operating procedures across incident, problem, change, vendor, demand, project, service transition, testing governance and business analysis management.
- Governance Alignment: Ensure all processes improvements adhere to IT governance frameworks, internal policies, and regulatory requirements, audit expectations, and relevant best practices such as ITIL, COBIT, ISO 20K, ISO 27k, PMI, and Agile.
- Project & PMO Process Engagement: Actively participate in demand and project delivery improvement initiatives, ensuring process improvements are embedded in PMO-governed delivery lifecycle stages, including demand intake, prioritization, project initiation, delivery governance, change control, testing readiness, service transition, and post-implementation review.
- Testing Process Improvement: Support improvement of testing-related processes, templates, entry/exit criteria, defect management workflow, UAT process, and testing governance in coordination with the IT Testing Control Manager, without owning testing execution, test approval, or testing sign-off.
- Stakeholder Collaboration: Work closely with IT Quality, Governance, PMO, IT Risk, Development, Operations, Testing, Vendor Management, and business stakeholders to align process improvements with organizational goals and operational priorities.
- Continuous Improvement: Establish and maintain a continual improvement register, define KPIs/KRIs, track improvement actions, monitor process effectiveness, and drive ongoing enhancements based on data, lessons learned, audit observations, incidents, and stakeholder feedback.
- Dashboarding & Reporting: Develop process improvement dashboards and management reports covering process health, improvement progress, overdue actions, recurring gaps, KPI/KRI trends, and benefits realization.
Required Skills & Competencies:
- Strong background in IT process management, IT quality, governance, and continual improvement.
- Experience with incident, problem, change, vendor, demand, project delivery, testing governance, and business analysis management frameworks.
- Solid knowledge of project management methodologies (e.g., PMI, Agile, stage-gate governance, and project delivery lifecycle controls).
- Analytical mindset with ability to identify process gaps, control weaknesses, recurring issues, root causes, and improvement opportunities.
- Strong capability in designing process maps, RACIs, workflows, SOPs, KPIs, KRIs, dashboards, and improvement action plans.
- Excellent communication, facilitation, stakeholder management, and change management skills.
- Ability to work across multiple IT and business teams and drive organizational change.
- Strong follow-up discipline with the ability to track actions, challenge delays, and escalate blocked improvements when required.
Qualifications:
- Bachelor's degree in IT, Computer Science, Engineering, Business Information Systems, or related field (Master's preferred).
- Professional certifications such as ITIL, PMP, or COBIT, Lean Six Sigma, ISO 20000, ISO 27001, or Business Process Management are highly desirable.
- Minimum 7–10 years of experience in IT governance, IT quality, IT service management, PMO governance, process improvement, or operational excellence roles.
- Banking or financial services experience is strongly preferred.
- Practical experience in process mapping, gap analysis, root cause analysis, dashboarding, KPI/KRI definition, and continual improvement tracking.
