Manager- Process Excellence

Job Purpose

The role holder is responsible for managing developing and driving crossfunctional programs that help transform customer experience and create the building blocks for a customercentric organization:

• Evaluate Existing Business Processes
• Create Documentation Outlining Process Improvements
• Manage Improvement Teams and Implementation Processes
• Conduct Ongoing Analyses
• Update Department Procedures and Policies
• Creates processes and integrates voice of the customer insights into crossfunctional action plans
• Represents  the voice of the customer throughout product lifecycle
• Drives the provision of an effective and robust complaint handling training and competence scheme that enables employees to deliver fair outcomes to customers.
• Drives root cause analysis and work with all channels to identify and implement business  process improvements that will prevent recurrence of issues
• Review any process changes product and service developments and external customer communication
• Supports the implementation of major transformation programs.
• Performs end  to end review reengineering and streamlining of key Service delivery processes
• Initiates manages and delivers  process improvement projects based on the improvement opportunities identified by the analytics team

Key Accountabilities:

Strategy Development and Implementation

• Leads key transformation projects e.g. rethinking/ redesigning of key CBG customer processes fixing priority customer pain points highlighted through customer feedback or other key transformation initiatives
• Develops a roadmap for comprehensive redesign of acquisition and service processes
• Manages the full life cycle of project management including planning execution and handovers

Change Management

• Lead the Transformation / digital  projects / system fixes for CBG
• Lead the management of change through continuous improvement of functional systems processes and practices taking into account global standards and changes in the business environment which demand proactive action plans.
• Proactively identifies and provides solutions for any strategic delivery risks and issues
• Defines and maintains list of customer  transformation initiatives and cascades FABwide transformation initiatives into CBG as required
• Articulates and strategize transformation initiatives into an actionable roadmap across CBG Businesses highlighted through customer feedback or other key transformation initiatives
• Delivers high quality output in a timely manner by checking the progress of the projects against timelines and output against the quality parameters set by the Group
• Ensures quality delivery by vendor as per the bank guidelines in case of outsourced development & 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 the management as and when required
• Ensures timely program reporting is in place and distributed to key stakeholders/SPOCs in order to drive and influence informed decision making around priorities  
• Leverage central function support teams to implement the projects (IT Ops Credit etc.)
• Ensures quality delivery by vendor as per the bank guidelines in case of outsourced development & delivery areas
• Proactively identifies and provides solutions for any strategic delivery risks and issues
• On time delivery of projects
• Achievement of no. of projects target
• Smooth operation of projects & project management
• Timeliness and accuracy of reports

Remote Work :

No

Employment Type :

Fulltime