AVP- Process Excellence

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 organizations performance management process
• Develops talent within the team by providing guidance and coaching to achieve the defined goals

• 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

• 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 organizations values and ethics in all activities within the team in order to support the establishment of a value drive culture within the bank.

• 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

• 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

Keyskills :

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.