Now it’s your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region. Shaking up the world of banking requires a lot of smarts and skill. We’re looking for the brightest and best to help us reach our goals and we’ll also help you reach yours. Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry

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
• 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
• 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

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 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

Leadership

• Manage the effective achievement of functional objectives through effective leadership and by setting of individual objectives, managing performance, developing and motivating team to maximise 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 organisational values and ethics by employees of the assigned function to ensure the establishment of a value driven culture within the bank.
• Lead a team and manage their work streams and work plans towards execution of target milestones

• Organize and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner, which is consistent with operating procedures and policy.
• Provide on-the-job training and constructive feedback to assigned team to support their overall development.
• Promote the organization’s values and ethics in all activities within the team in order to support the establishment of a value drive culture within the bank.

Change Management

• Lead the Transformation projects / platform 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 CBG transformation initiatives, and cascades FAB-wide transformation initiatives into CBG as required
• Articulates and strategize transformation initiatives into an actionable roadmap across CBG 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