Ownership of service challenges.

Lead End to End CBG Process and Service enhancement projects with cross divisional liaison.

Revision and analysis of the CBG customer complaints and identify relevant service / process enhancements prioritization and delivery.

Continuous improvement.

ACCOUNTABILITIES:

Service & Process Analysis and Enhancements:

Lead CBG-specific E2E process mapping and process improvement projects.

Responsible for the delivery of improvements on services, processes, and SOPs for CBG spanning across FAB different divisions and functions.

Partner with key decision makers, product teams, systems owners, and end users to define business, financial, and operations requirements and systems goals;

Ensure business needs are clearly understood, documented and that the target processes and workaround solutions meet the needs and expectations of CBG.

Facilitate operating model changes with stakeholders from business, support and control functions to leverage existing teams and facilitate the standardization of processes and procedures across the CBG to leverage potential synergies in the future.

Identify risks & issues and develop coherent recommendations or acceptable workarounds for solution gaps in collaboration with project team(s).

Engage internal stakeholders to secure their concurrence and timely signoff on the target processes and update operating procedures.

Liaise with Group Risk function to conduct comprehensive Operational Risk Assessment of target processes.

Address Group Risk review observations with appropriate remediation and secure Group Risk signoff on the target processes within given timelines.

Project Management

Define and develop process documentation deliverables including objectives, scope of work, work plans, milestones, resource requirements and deliverables.

Apply project management methodology coupled with understanding of operations, accounting, system behavior & interfaces, performance metrics and functionality to deliver successful and timely projects.

Track project delivery risks and issues and document risk mitigation plan where applicable. Escalate issues to the Head of Business Management and ensure timely resolution.

Provide accurate, timely information to the Head of Business Management on individual projects.

End To End Process & Service Improvements:

Understand the regulatory compliance & legal framework around the target process, service, product, CBG business strategy, business goals and how they interlock with process or service enhancement.

Research, review and analyze the effectiveness & efficiency of existing processes and present recommendations for enhancing or further leveraging the processes.

Research, review and analyze the customer complaints by partnering with the Customer Experience team to present recommendations on service & process enhancements.

Understand current pain points, identify potential areas for improvement, evaluate alternatives and implement the identified solutions.

Liaise with related business groups within FAB to develop, standardize and maintain the new or improved processes or services based on findings and analysis.

Communicate process and/or service changes, enhancements, and modifications, through written documentation to CBG Management, Business Stakeholders, Line Manager, and peers - to ensure smooth rollout of target process and operating procedures.

Where deemed fit and required, coordinate and perform in-depth tests, including end-user reviews & customer impact reviews.

User Readiness

Identify the cross functional training modules to be designed and delivered to the impacted users; focus on developing individual learning plans for users requiring additional training support.

Formulate the training plan and ensure the deliver the trainings to the cross functional users spanning business, support and control functions.

Track training effectiveness and report MIS statistics to country / IBG senior management teams.

Support business users in critical project milestones such as User Acceptance Testing (UAT) and Operational Readiness Testing (ORT) to ensure a smooth transition to the new process with no adverse customer impact.

Governance

Exercise effective oversight over project process & training deliveries and ensure necessary senior management approvals, where applicable, are secured for the applicable milestones.

Provide regular progress reports to the Head of Business Management. Assist the various project execution committees in taking appropriate decisions to manage the project risks.

Manage stakeholders of all levels and across all functions including 3rd party vendors (in case involved).

Financial Management of the Project Budget.

Competencies:

Bachelors Degree in Finance, Management, Business Administration, or similar Discipline. Master\'s degree is preferred.

Minimum of 10-12 years of experience in Banking industry of which minimum of 5-7 years in project management / business transformation / processes management.

Strong interpersonal, people management, and stakeholder management skills (tact, influencing, and expert in delivering change management)

Ability to work independently and in a team environment and deliver against challenging timelines.

Fosters teamwork and high productivity output by exhibiting strong management and leadership capabilities.

Specific Accountabilities:

Excellent understanding of Project Management, planning, monitoring project planning, monitoring & reporting within a large multi-faceted organization and a proven track record of delivery

Manage projects in waterfall and Agile Methodology

Strong interpersonal, people management and facilitation skills with an ability to secure buy-in and bind people to proactively support project delivery (tact and diplomacy, influencing skills and overall sensitivity to the implications of change)

Qualifications

Minimum Qualification:

• A bachelor\'s degree in finance, Economics, Business Administration
• MBA in Business Administration is highly recommended.
• International qualification in project management is highly recommended e.g. PRINCE 2/PMP

Minimum Experience:

• 5 - 10 years of business experience ideally in Banking or Financial Services companies where there has been direct exposure to significant change.
• Experience of complex change management programmes/business transformation and strategy execution

Specific Knowledge

• Excellent understanding of Project Management, planning, monitoring project planning, monitoring & reporting within a large multi-faceted organization and a proven track record of delivery
• Knowledge of different approaches to deliver project, including agile and waterfall.
• PMO methodology
• High level of attention to detail, organized, structure way of thinking and delivery.
• Strong interpersonal, people management and facilitation skills with an ability to secure buy-in and bind people to proactively support project delivery (tact and diplomacy, influencing skills and overall sensitivity to the implications of change)

First Abu Dhabi Bank