Manager Process Improvement and Operational Excellence

Job description / Role

The Manager Process Improvement and Operational Excellence will be reporting to Head of Client Experience with responsibilities of planning, coordinating, and managing initiatives that have an impact on the Bank focusing on digital transformation and process improvement/ Re-engineering. This position supports the Retail Bank to enhance Client Experience, improve Employee Experience and build a culture to ensure all processes have operational efficiencies and implementation of standard methodologies. Ensure to be a partner in the business growth through cross-functional collaboration by incorporating voice of the client's needs, embedded in organizational processes.

Key Roles and Responsibilities
* Lead different projects which are impacting client experience through usage of quality and continuous improvement methodologies with inputs from Voice of Frontline, Voice of Clients, complaints and through various process reviews. Identify and prioritize high-impact opportunities
* To support retail business in terms of improving client experience and overall customer service by managing end to end cycle of capturing the actual 'Voice of Customer' (VOC) through all listening posts like NPS and customer satisfaction surveys.
* Responsible to provide actionable recommendations, based on data analysis and service insight generation, to answer the specific business issue/decision. Also seek business input in terms of meaningful action plans and their implementation.
* He/she will facilitate Client Experience and Conduct steering meetings and/or Executive meetings and all other communications.
* Communicate client centric research insights in a compelling and informative manner to senior management via written reports, oral presentations, supporting data and graphics
* Lead and manage all digital transformation activities and initiatives within the Retail Bank or other business units through feedback, input for communication and partnership with cross functional teams for testing systems, keeping the Client Experience into consideration.
* To manage the various weekly, fortnightly, monthly forums to ensure the Voice of Client (VOC) is captured and tracked with the contact centre, in terms of arranging the logistics, sharing actionable items and following up on actions implementation with the retail business
* The candidate will primarily use process engineering skills/experience to assist operational units in achieving operational excellence and with making successful transitions - resulting in the adoption of new processes, organization structures, improving customer and employee satisfaction and etc.
* Develops plans, recommends and executes initiatives that have multi-functional or multi-organizational impact in terms of process improvements to achieve ultimate effectiveness. This is to make processes simpler, faster and better.

Requirements

* Masters in Business Administration
* Proficient in advance Microsoft Power Point and Excel (formulas, macros and pivot tables))
* Excellent communication skills verbal and written with an eye to review the client communication keeping TCF principles.
* Minimum 5+ years financial, banking services industry experience
* Program management, financial and strategy planning experience required
* Track record in leading and managing digital transformation initiative
* Demonstrated passion for operational excellence and root cause analysis
* Advance Computer skills proficiency (e.g. Visio, etc)
* Ability to analyze key performance metrics, preparing data-driven analytical decision.

About the Company

Standard Chartered Bank started in 1958 in UAE with its first branch in Sharjah. The Group’s business gradually increased in Dubai with the opening of several branches and today, Dubai is the administrative hub of the Middle East and South Asia Region. In its 43rd year, the Bank enjoys the position of having the most extensive branch network among foreign international banks in UAE with 10 branches emirate-wide.

Standard Chartered is an international bank, focused on the established and emerging markets of Asia, Africa, the Middle East and Latin America with an extensive global network of more than 600 offices in over 50 countries. The three principal business groups are Global Markets, Personal Banking and Corporate and Institutional Banking.

In UAE, we are one of the leading banks, offering an extensive range of products and services for personal customers, local companies, multinational corporate and financial institutions.