Manager, Process Excellence - ( Dubai - Emiratised Role)

KEY RESPONSIBILITIES

Governance Framework Execution

Implement governance frameworks, policies, and standards as defined by the Head of Service Standards and Governance.

Ensure consistent application of governance policies across all customer experience processes and initiatives.

Review and provide governance oversight on business SOPs, Turnaround Times (TATs), Service Level Agreements (SLAs) and ensure accuracy, consistency, and regulatory alignment of all service documentation.

Compliance Monitoring

Monitor compliance with CX policies, standards, and regulatory requirements.

Escalate non-compliance issues to the Head of Service Standards and Governance, recommending corrective actions.

Reporting and Metrics

Oversee the preparation and delivery of CX governance reports and dashboards.

Ensure the accuracy and timeliness of all governance-related reporting.

Risk Management and Audit Support

Conduct regular risk assessments and identify areas for improvement in CX governance.

Ensure that all functional reports are prepared timely and accurately and meet FAB requirements.

Root Cause Analysis & Quality Assurance

Perform root cause analysis, quality assurance of recurring and systemic complaints across business lines.

Drive corrective action plans with owners from relevant units and track implementation.

Embed continuous improvement culture within the complaint’s teams across branches, call centre, digital channels, and service lines.

Strategy Development and Implementation

Develops and direct the implementation of the functional strategy ensuring alignment to group strategy, FAB vision, mission and corporate objectives.

Ensures that functional strategy and related strategic plans are developed and implemented, which are aligned with the vision and mission of the bank.

Ensures 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 Business process, e.g. rethinking/ redesigning of key PBG customer processes, fixing priority customer pain points highlighted through customer feedback, or other key transformation initiatives.

Manages the full life cycle of project management including planning, execution and handovers.

Designs and creates service standards and KPIs across all segments, channels and customer touch points.

Accelerates adoption of customer service standards/metrics throughout the organization by training and coaching employees.

Defines employees training deliverables to help create a culture that is more customer service focused.

Assesses how well a delivered service conforms to customer expectations to quickly identify problems and to assess customer satisfaction.

Continually challenges the environment on service standards, delivery, processes and attitude towards the customer’s End to End experience.

Continuously fosters a more customer-centric culture within the organization by defining employee training and culture.

Forms a strong brand Advocacy environment where teams act as agents of change for the bank.

Works closely with key partners to bring together data and insights related to customer experience across multiple delivery channels.

Ensures continual search for innovative methods to leverage data and information to derive relevant insights such as emotional / conducting analysis using varied techniques, by interpreting structured/unstructured customers’ feedback to translate the information in order to assist in informed decision making.

Leads the development of programs to enhance customer experience by collecting customer feedback from various sources digital – call centre, online comments, social media etc. and translating the data into actionable outcomes.

Track & monitor the processes related to data gathering and analysis to ensure accuracy and efficiency in data analysis process and results.

Oversees the data analysis processes to ensure thorough and meaningful analysis in order to facilitate development of fact-based, compelling recommendations to drive consensus and strategic alignment.

Ensures clear dissemination of information throughout the organization, and delivers potentially sensitive and negative customer feedback in a constructive and professional manner.

Implements and continually enhances systems and practices used for managing and reporting customer experience performance data, prioritization of improvement options, reporting customer experience information in an engaging way including dashboards.

Benchmarks and applies best practice customer analytic techniques.

Maintains an understanding of contemporary customer intelligence / experience design and implementation to ensure customer analytics drives optimal outcomes.

Supports the design and implementation of various initiatives executed by the Customer Experience team.

Works with key stakeholders including process owners, management, IT and staff to ensure all Customer Experience team initiatives are fully implemented into the department.

Collaborates with Senior Managers to successfully support department objectives.

Leadership

Act as a role model and drive adherence to organizational values and ethics by employees of the assigned function to ensure the establishment of a value driven culture within the bank.

Change Management

Lead the management of change through continuous improvement of functional systems, processes and practices considering 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 initiatives, and cascades FAB-wide transformation initiatives as required.

Articulates and strategize transformation initiatives into an actionable roadmap across 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.

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.

Job Context

Accurate and timely preparation of governance reports and dashboards.

Effective monitoring of compliance and resolution of risks.

Support for audit and quality assurance activities.

Prepare ad-hoc and formal governance reports for Group Internal Audit (GIA), regulators, and senior management, ensuring accuracy, completeness, and audit readiness.

Manage internal service governance reporting, including preparation of EXCO and Board-level complaint and service performance updates, as required.

Frameworks, Boundaries, & Decision-Making Authority

Functions within the framework and boundaries of Group policies as well as overall organizational and governance frameworks.

Authorized to take decisions as per the approved authorization matrix.

REQUIREMENTS / QUALIFICATIONS

Minimum Qualification: Bachelor’s Degree

Minimum Experience: 5-10 years