Head - Business Process Re-Engineering

Job description / Role

- Design and integrate business process solutions across all applicable departments in support of continuous improvement that will result in streamlined processes, increased efficiency, and improved quality.
- Ensure that processes and procedures are well documented, support the program business rules, function efficiently, and align with corporate standards and strategy.
- Focus on low costs and overheads while at the same time, achieving optimal results
- Using Business Process Re-engineering to maximize Customer Experience and ensure a set standard of service quality
- Ensuring that Business Process Re-engineering focuses on flexibility, agility and speed of service delivery to the end user.
- Ensuring consistency and accuracy by modeling the enquiry process and routing requests from assorted sources to at common application/ data repository.
- To develop and structure the As Is versus the To Be processes.
- Plan and lead continuous improvement efforts utilizing BPR tools and methodologies. (Knowledge of LEAN tools is an advantage)
- Ability to audit and map all the processes that affect customers; while simultaneously analyzing the processes that customers value most.
- Ability to prioritise customer-selected processes by their impact on CRM Strategy goals.
- Guide and direct applicable department(s)' teams in defining and architecting business processes and configurations. Provide each of the key processes a project owner and a cross-departmental owner, if so required.
- Engage appropriate stakeholders to analyze, reengineer, and continually improve and optimize business processes.
- Lead the gap resolution process; prepare information in support of manual resolution, process change and/or system adoption; present to appropriate leadership.
- Implement changes in the Front office, Back office and processes that affect suppliers and partners.
- Design, implement, and maintain tools to measure process improvement benefits.
- Set up a Customer Service-Level Agreement for the key customer-selected processes
- Measure success and refine the process changes for different customer segments
- Resolve application and process related issues.
- Coach and mentor others on BPR tools and methodology, to complete process improvement projects.
- Establishing direct links between processes and enterprise goals
- Creating processes which are optimization-driven; as opposed to random

Requirements

- Bachelors Degree or equivalent (typically in Science, Engineering, Business Administration)
- Six Sigma Black Belt certification preferred
- Fluency with all MS Office tools, including Visio, Excel, Word and PowerPoint
- Knowledge of MS Project or other Project Management Software
- Strong quantitative and analytical skills
- 10-12 years of experience in Business Re-engineering
- Sound understanding of products and operational processes for all key businesses: Corporate, Retail, IT, HR (Knowledge of Islamic banking operations is a plus)
- Experience in process re-engineering/improvement, business analysis and program management
- Experience in team and people management
- Proven track record of building, fostering and maintaining best practice solutions and tools to improve / optimise work flow, identify opportunities for synergy and integration, simply complex process and maximise production with fewer resources.
- Ability to work within tight delivery timeframes

Knowledge, Skills and Abilities:
- Expert understanding of BPR philosophy and tools
- Understanding of LEAN philosophy, tools and methodology is a plus
- Experience in promoting, mentoring, and teaching BPR philosophy and tools
- Ability to plan and facilitate complex enterprise-wide/cross department BPR initiatives
- Knowledge of quality management systems
- Ability to identify key process metrics
- Change management skills
- Ability to work with a high degree of autonomy
- Skills in organizational communication and facilitation
- Negotiation and conflict resolution skills; ability to create an open environment where conflicts as to business requirements and scope decisions can be aired and resolved in an objective manner
- Ability to instill trust, motivate, and work with other people
- Ability to collect and analyze data
- Ability to facilitate team meetings with divergent inputs to achieve consensus in advancing optimal solutions
- Ability to diagram business process flows and define expected outcome

Soft Skills:
- Exemplary leadership and management skills
- Strong communication and bargaining skills; ability to lead teams and collaborate and communicate well with Senior Management
- Good sense of ownership and accountability
- Capable of directing and motivating a team
- Sound vision for the future
- Ability to do more with less
- Promote and recognise cross-cultural working and communication within team be culturally sensitive.
- Speedy and fact-based decision-making abilities

About the Company

Established on January 1 1990, Bank Dhofar is an Omani commercial bank wholly owned and managed by Omanis. With successive years of constantly setting new standards in banking, BD has attained an impressively expanding network of 50 operational branches and 89 ATMs.

Through an international network linked by advanced technology, BD provides a comprehensive range of financial services that encompass personal financial services; commercial banking; corporate, investment banking and markets; private banking; and other activities.

Its Board of Directors & Management Team consists of eminent professionals like accountants, management experts, economists, businesspersons, etc. The Bank has strengths in both retail and corporate banking and is committed to adopting the best industry practices internationally in order to achieve excellence.