Manager, Process Excellence - ( Dubai - Emiratised Role)

Role Overview

Manager, Process Excellence at First Abu Dhabi Bank, Dubai. This is an Emiratised role.

Role Purpose

Lead the design, implementation, and continuous improvement of customer experience governance frameworks, service standards, and process excellence initiatives across the bank. Own governance compliance, risk management, quality assurance, and strategic transformation to drive customer-centric culture and operational excellence aligned with FAB vision and group strategy.

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 standard operating procedures, Turnaround Times (TATs), Service Level Agreements (SLAs), and ensure accuracy, consistency, and regulatory alignment of all service documentation.

Compliance Monitoring

• Monitor compliance with customer experience policies, standards, and regulatory requirements.
• Escalate non-compliance issues to the Head of Service Standards and Governance with recommended corrective actions.

Risk Management and Audit Support

• Conduct regular risk assessments and identify areas for improvement in customer experience governance.
• Prepare ad-hoc and formal governance reports for Group Internal Audit, regulators, and senior management, ensuring accuracy, completeness, and audit readiness.
• Ensure all functional reports are prepared timely and accurately and meet FAB requirements.
• Proactively identify and provide solutions for strategic delivery risks and issues.
• Support audit and quality assurance activities.

Root Cause Analysis & Quality Assurance

• Perform root cause analysis and 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 complaint teams across branches, call centre, digital channels, and service lines.
• Assess how well delivered service conforms to customer expectations to quickly identify problems and assess customer satisfaction.

Strategy Development and Implementation

• Develop and direct the implementation of functional strategy ensuring alignment to group strategy, FAB vision, mission, and corporate objectives.
• Ensure functional strategy and related strategic plans are developed and implemented, aligned with the vision and mission of the bank.
• Provide subject matter expertise for the assigned domain and counsel to FAB leadership on all related areas to facilitate achievement of FAB strategy and functional strategies.
• Lead key business process rethinking and redesigning of customer processes, fixing priority customer pain points highlighted through customer feedback, and other key transformation initiatives.
• Manage the full life cycle of project management including planning, execution, and handovers.
• Design and create service standards and KPIs across all segments, channels, and customer touch points.
• Accelerate adoption of customer service standards and metrics throughout the organization by training and coaching employees.
• Continually challenge the environment on service standards, delivery, processes, and attitude towards the customer's end-to-end experience.
• Continuously foster a more customer-centric culture within the organization by defining employee training and culture.
• Form a strong brand advocacy environment where teams act as agents of change for the bank.
• Define employee training deliverables to help create a culture that is more customer service focused.

Data & Insights Management

• Work closely with key partners to bring together data and insights related to customer experience across multiple delivery channels.
• Lead 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 and monitor processes related to data gathering and analysis to ensure accuracy and efficiency in data analysis process and results.
• Oversee data analysis processes to ensure thorough and meaningful analysis to facilitate development of fact-based, compelling recommendations to drive consensus and strategic alignment.
• Ensure continual search for innovative methods to leverage data and information to derive relevant insights such as emotional analysis using varied techniques by interpreting structured and unstructured customer feedback to translate information to assist in informed decision making.
• Benchmark and apply best practice customer analytic techniques.
• Maintain understanding of contemporary customer intelligence and experience design and implementation to ensure customer analytics drives optimal outcomes.

Reporting and Metrics

• Oversee the preparation and delivery of customer experience governance reports and dashboards.
• Ensure the accuracy and timeliness of all governance-related reporting.
• Ensure clear dissemination of information throughout the organization, and deliver potentially sensitive and negative customer feedback in a constructive and professional manner.
• Implement and continually enhance systems and practices used for managing and reporting customer experience performance data, prioritization of improvement options, and reporting customer experience information in an engaging way including dashboards.
• Manage internal service governance reporting, including preparation of EXCO and Board-level complaint and service performance updates, as required.
• Package and present progress, next steps, and challenges regarding projects to management as and when required.
• Ensure timely program reporting is in place and distributed to key stakeholders and Single Points of Contact (SPOCs) to drive and influence informed decision making around priorities.

Stakeholder Management and Implementation

• Support the design and implementation of various initiatives executed by the Customer Experience team.
• Work with key stakeholders including process owners, management, IT, and staff to ensure all Customer Experience team initiatives are fully implemented into the department.
• Collaborate with Senior Managers to successfully support department objectives.
• Ensure quality delivery by vendor as per bank guidelines in case of outsourced development and delivery areas.

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.
• Define and maintain list of initiatives, and cascade FAB-wide transformation initiatives as required.
• Articulate and strategize transformation initiatives into an actionable roadmap across businesses highlighted through customer feedback or other key transformation initiatives.
• Deliver high-quality output in a timely manner by checking the progress of projects against timelines and output against the quality parameters set by the Group.

Leadership and Culture

• 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.

Qualifications & Experience

• Minimum qualification: Bachelor's Degree
• Minimum experience: 5–10 years

Additional Information

• 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.