Manager, Process Excellence - ( Dubai - Emiratised Role)

About the Role / About the Job
This position involves implementing and managing governance frameworks, compliance monitoring, reporting metrics, risk management, change management, and leadership within the customer experience domain. The role is crucial for ensuring the consistency and accuracy of governance across customer experience processes and initiatives, as well as fostering a customer-centric culture throughout the organization. The successful candidate will lead strategic initiatives, drive quality assurance, and manage communication of customer insights to ensure excellence in service delivery.

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 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

  • Develop and direct the implementation of the functional strategy ensuring alignment to group strategy, 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 organization.
  • Lead key business processes, e.g. redesigning of key 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 service delivery conformity to customer expectations, identifying problems and assessing customer satisfaction.
  • Foster a more customer-centric culture within the organization by defining employee training and culture.

• 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 organization.

• 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 the list of initiatives and cascade transformation initiatives as required.

• Reporting

  • Ensure that all functional reports are prepared timely and accurately and meet requirements, policies and quality standards.
  • Package and present progress, next steps and challenges regarding projects to the management as required.
  • Ensure timely program reporting is in place and distributed to key stakeholders/SPOCs to drive informed decision-making around priorities.

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 EXCO and Board-level complaint and service performance updates.

Requirements / Qualifications

• Minimum Qualification: Bachelor’s Degree
• Minimum Experience: 5-10 years

Benefits

• Unique career choices and opportunities for innovation.
• Comprehensive learning and development initiatives to support employee training and skill development.
• A commitment to fostering a strong team culture and recognizing achievements among employees.