The Job Holder plays a very important role in introducing enhancements to current processes across CB Middle East, guided by the Group and local Re-engineering & NPS agenda.
1.Improve customer and frontline experience
2.Standardize/ simplify processes, without compromising service & risk
3.Support automation & application upgrade projects
The Job Holder should ensure migration of best practices.
•In consultation with Head of Service Delivery Middle East, identity areas for improvement and standardization that will deliver material benefits to the country businesses.
•Work with in-country Service Quality, Customer Care Unit, Operational Risk and Support teams for successful completion of all Process Re-engineering initiatives.
•To strive for continuous improvement aimed at bettering customer & frontline experience.
•Support Products, Operations, Credit, Operational Risk and Segments, on a day-to-day basis and on Project basis, in areas of process changes, improvements and in new product launches. Execute these identified initiatives using approved project methodologies and templates for process improvements.
•Conceptualize & design processes, identify key risks, and suggest controls and issue service oriented operating guidelines to all stakeholders, with their buy-in.
•Assist in creating business requirement documents, coordinate with various users for User Acceptance Testing for all CB system fixes pertaining to host and sub systems.
•Partner with process owners in conducting initial training.
•The job holder must ensure he/ she is fully aware of all the policies, regulations and procedures issued in relation to money laundering prevention and Sanctions. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer. Ensure strict compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff.
•Be an effective agent of change and a role model for talented managers throughout the Bank
•Share best practices with other regions / countries.
•Serve as a source of contact for Consumer Banking units relating to all processes & policies related to CB Middle East.
•Develop a people culture, which encourages and champions change among employees in the daily workplace.
•Build a strong local talent pipeline for future business growth and continuity
Awareness and understanding of business policies, processes and local regulations is an essential ingredient.
Sound knowledge in process design and risk management principles.
Sound knowledge in various banking products [CB], and functioning of Channels and segments.
Strong leadership qualities, excellent interpersonal skills and multicultural awareness and sensitivity
Self-starter, resourceful, ability to multi-task, adaptable, flexible and change agent