Manager, Process Excellence
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 SOPs, turnaround times (TATs), service level agreements (SLAs) and ensure accuracy, consistency, and regulatory alignment of all service documentation.
Compliance monitoring
Monitor compliance with CX policies, standards, and regulatory requirements.
Escalate non-compliance issues to the Head of Service Standards and Governance, recommending corrective actions.
Reporting and metrics
Oversee the preparation and delivery of CX governance reports and dashboards.
Ensure the accuracy and timeliness of all governance-related reporting.
Risk management and audit support
Conduct regular risk assessments and identify areas for improvement in CX governance.
Ensure that all functional reports are prepared timely and accurately and meet FAB requirements.
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 the complaints teams across branches, call centre, digital channels, and service lines.
Strategy development and implementation
Develop and direct the implementation of the functional strategy ensuring alignment to group strategy, FAB vision, mission and corporate objectives.
Ensure that 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 FAB leadership on all related areas to facilitate achievement of FAB strategy and functional strategies.
Lead key business processes, e.g. rethinking/redesigning of key PBG customer processes, fixing priority customer pain points highlighted through customer feedback, or 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/metrics throughout the organization by training and coaching employees.
Define employee training deliverables to help create a culture that is more customer service focused.
Assess how well a delivered service conforms to customer expectations to quickly identify problems and assess customer satisfaction.
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.
Work closely with key partners to bring together data and insights related to customer experience across multiple delivery channels.
Ensure continual search for innovative methods to leverage data and information to derive relevant insights such as emotional analysis, conducting analysis using varied techniques, by interpreting structured/unstructured customer feedback to assist in informed decision making.
Lead the development of programs to enhance customer experience by collecting customer feedback from various sources including 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 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.
Benchmark and apply best practice customer analytic techniques.
Maintain an understanding of contemporary customer intelligence, experience design, and implementation to ensure customer analytics drives optimal outcomes.
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.
Leadership
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.
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.
Proactively identify and provide solutions for any strategic delivery risks and issues.
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 quality parameters set by the group.
Ensure quality delivery by vendor as per the bank guidelines, in case of outsourced development and delivery areas.
Reporting
Ensure that all functional reports are prepared timely and accurately and meet FAB requirements, policies, and quality standards.
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/SPOCs in order to drive and influence informed decision making around priorities.
Ensure quality delivery by vendor as per the bank guidelines, in case of outsourced development and delivery areas.
Proactively identify and provide solutions for any strategic delivery risks and issues.
Job context
Accurate and timely preparation of governance reports and dashboards.
Effective monitoring of compliance and resolution of risks.
Support for audit and quality assurance activities.
Prepare ad-hoc and formal governance reports for Group Internal Audit (GIA), regulators, and senior management, ensuring accuracy, completeness, and audit readiness.
Manage internal service governance reporting, including preparation of EXCO and Board-level complaint and service performance updates, as required.
Frameworks, boundaries, & decision-making authority
Function 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.
Requirements / qualifications
Minimum qualification: Bachelor's degree
Minimum experience: 5-10 years
About us
First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. Our commitment to excellence and innovation drives us to provide top-tier financial solutions to our clients.
Life at FAB
Working at FAB means being part of a team of talented and passionate individuals with a shared vision to support the ambitions of our stakeholders to “Grow Stronger.” We embrace the needs of our customers across the globe with a sense of responsibility and confidence driven by extensive expertise that can only be delivered by an ambitious world-class organization.
Career development
FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture that will unleash the best in you. Whether you are an experienced professional or just starting your career, FAB provides a range of learning and development initiatives to support all employees through training and skill development.
Our values
At FAB, we place our customers at the core of our activities, live our values each day in every way, celebrate achievements, and empower each other to deliver leading solutions. We have structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globally that rewards your hard work and dedication.
Join our team and be part of a journey to shape the future of banking.