First Abu Dhabi Bank Hiring for AVP- Process Excellence at Dubai, Dubai, United Arab Emirates

Full Job Description

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-centricorganization:

• 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