Abu Dhabi Commercial Bank (ADCB)
Manage the execution of all the related service excellence initiatives and programmes for ADCB in line with the Banks strategy.
Main Tasks and Responsibilities
Direct and manage projects from beginning to end.
Manage multiple projects simultaneously.
Define projects scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders.
Develop full-scale project plans and associated documentation based on the project documentation methodology.
Ensure that projects are delivered within agreed timelines and budgets.
Management of steering committee.
Track project milestones and deliverables.
Plan, propose and undertake initiatives to further embed and enhance the culture of service excellence within ADCB.
Maintain and continuously review and communicate the ADCB Service Standards and ensure means of measuring and monitoring of the standards.
Manage the creation and execution of the communication strategy to Foster a culture of Service Excellence across the Bank by instilling the TSE Communication Strategy.
Set and continually manage project expectations with team members and other stakeholders.
Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion.
Liaise with project stakeholders on an ongoing basis.
Initiate participation from the different teams engaged in the programme and create a project team
Lead the project team effectively towards fulfilling the various tasks and milestones within a programme
Delegate tasks and responsibilities to appropriate personnel
Identify and resolve issues and conflicts within the project team.
Identify and manage project dependencies and critical path.
Proactively manage changes in project scope, identify potential crises, and devise contingency plans.
Coach, mentor, motivate and supervise project team members and contractors, and influence them to take positive action and accountability for their assigned work.
Build, develop, and grow any business relationships vital to the success of the project.
Introduce and monitor key service metrics
Ensure the monthly reporting to MEC on ADCBs service measures.
Assist in the management of cross-functional teams such as Service Excellence Facilitators and the ADCB Quality Team, Motivate and drive the team and ensure recognition of performance.
Assist in maintaining or acquiring any quality Models required for the bank such as ISO and EFQM.
Ensure the departments expenditure does not exceed the defined annual budget.
Handle ad-hoc initiatives undertaken by the Bank as directed.
Minimum Education Level
Bachelors Degree in Business Management, Quality Management, Banking, Economics or related subject
Masters Degree Advantageous
A professional project management degree or certification (PMP or Prince2)
ISO QMS 9001:2008 Auditor and/or Lead Auditor qualification advantageous
Minimum of 8 years work experience in managing service initiatives and/or projects with a minimum of 5 of those years in the UAE banking sector
Ability to multi-task
Strong presentation skills with experience delivering presentations to large audiences and senior management
Excellent PowerPoint presentation skills and strong analytical knowledge to support report presentation
About the Company
About the Company
ADCB was incorporated on 1 July 1985 as a public joint stock company for an unlimited duration in the Emirate of Abu Dhabi, UAE. ADCB is registered under the UAE Federal Commercial Companies Law No. (8) of 1984 under registration number 4 and operates in the UAE under a banking licence issued by the Central Bank of the UAE.
ADCB provides a range of consumer and corporate banking, Islamic banking, trade finance, structured finance, foreign exchange, derivatives, and financial advisory services, primarily in the United Arab Emirates. In addition, ADCBs subsidiary Abu Dhabi commercial Islamic Finance PSC holds an Islamic banking license.
As at 31 December 2010, ADCB operated 47 branches, 4 pay offices and 265 ATMs in the UAE; 4 new branches and 99 new ATMs were added during 2010. ADCB also operated 2 branches in India.