Manager Process Excellence Full-time Job

Responsibilities

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

Review 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

Key Accountabilities

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

FAB, the UAEs largest bank and one of the worlds 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 banks 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.
To empower its customers and clients to Grow Stronger, FAB is initiating a powerful movement, which goes beyond banking. The Grow Stronger movement represents the banks promise to support its stakeholders goals and growth ambitions, providing ideas, tools and expertise to help them become stronger, today and in the future. Through a strong, diversified balance sheet, leading efficiency and a solid corporate governance structure in place, FAB is set to drive growth forward.