Manager, Process Excellence - ( Dubai - Emiratised Role)

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, 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 complaint’s teams across branches, call centre, digital channels, and service lines. Strategy Development and Implementation Develops and direct the implementation of the functional strategy ensuring alignment to group strategy, FAB vision, mission and corporate objectives. Ensures that functional strategy and related strategic plans are developed and implemented, which are aligned with the vision and mission of the bank. Ensures the provision of subject matter expertise for the assigned domain and provide counsel to FAB leadership on all related areas to facilitate the achievement of FAB strategy and functional strategies. Leads key Business process, e.g. rethinking/ redesigning of key PBG customer processes, fixing priority customer pain points highlighted through customer feedback, or other key transformation initiatives. Manages the full life cycle of project management including planning, execution and handovers. Designs and creates service standards and KPIs across all segments, channels and customer touch points. Accelerates adoption of customer service standards/metrics throughout the organization by training and coaching employees. Defines employees training deliverables to help create a culture that is more customer service focused. Assesses how well a delivered service conforms to customer expectations to quickly identify problems and to assess customer satisfaction. Continually challenges the environment on service standards, delivery, processes and attitude towards the customer’s End to End experience. Continuously fosters a more customer-centric culture within the organization by defining employee training and culture. Forms a strong brand Advocacy environment where teams act as agents of change for the bank. Works closely with key partners to bring together data and insights related to customer experience across multiple delivery channels. Ensures continual search for innovative methods to leverage data and information to derive relevant insights such as emotional / conducting analysis using varied techniques, by interpreting structured/unstructured customers’ feedback to translate the information in order to assist in informed decision making. Leads 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 & monitor the processes related to data gathering and analysis to ensure accuracy and efficiency in data analysis process and results. Oversees the data analysis processes to ensure thorough and meaningful analysis in order to facilitate development of fact-based, compelling recommendations to drive consensus and strategic alignment. Ensures clear dissemination of information throughout the organization, and delivers potentially sensitive and negative customer feedback in a constructive and professional manner. Implements and continually enhances systems and practices used for managing and reporting customer experience performance data, prioritization of improvement options, reporting customer experience information in an engaging way including dashboards. Benchmarks and applies best practice customer analytic techniques. Maintains an understanding of contemporary customer intelligence / experience design and implementation to ensure customer analytics drives optimal outcomes. Supports the design and implementation of various initiatives executed by the Customer Experience team. Works with key stakeholders including process owners, management, IT and staff to ensure all Cust

Governance Framework Execution: Implement governance frameworks, policies, and standards; ensure consistent application across all CX processes; review and provide governance oversight on SOPs, TATs, SLAs, and service documentation.\n\nCompliance Monitoring: Monitor CX policy and regulatory compliance; escalate non-compliance with corrective actions.\n\nReporting and Metrics: Oversee CX governance reports and dashboards; ensure accuracy and timeliness.\n\nRisk Management and Audit Support: Conduct risk assessments; ensure timely, accurate functional reports.\n\nRoot Cause Analysis & Quality Assurance: Perform root cause analysis on recurring/systemic complaints; drive corrective actions; embed continuous improvement across branches, call centre, digital channels, and service lines.\n\nStrategy Development and Implementation: Develop and implement functional strategy aligned with FAB vision; provide SME counsel to leadership; lead business process redesign and transformation initiatives; manage full project lifecycle; design service standards and KPIs across channels.\n\nCapability Building: Accelerate adoption of service standards; define training deliverables to foster customer-centric culture; assess service conformance to customer expectations.\n\nChange Leadership: Challenge and improve service standards, delivery, processes, and customer experience; foster brand advocacy; collaborate with stakeholders to integrate data and insights across delivery channels.\n\nData & Insights: Gather and translate customer feedback from digital, call centre, online, and social channels into actionable outcomes; oversee data analysis for evidence-based decisions; implement systems for performance data management and reporting; benchmark best practices in customer analytics.