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Job Description
JOB PROFILE
To lead and manage change management projects and initiatives to assist the development, efficiency and governance of the WBG business and enhance customer service and satisfaction
ACCOUNTABILITIES
Change Management: Assess key WBG processes; evaluate areas for improvement/optimization; document; implement and manage initiatives to deliver change management projects which support the development and efficiency of WBG
Project Management: Liaise with WBG businesses to understand their strategic direction, risk appetite, market positioning and lead review projects and business planning activities which inform and assist with financial planning cycle to support achievement of short, medium and strategic planning. Manage the monitoring of new initiatives, track KPIs and soft objectives and follow up on effectiveness to report on significant variances and trends
Service Management: Work with WBG service leaders and support WBG service champions to follow up on key service issues and initiate reviews to resolve issues and enhance to customer service and satisfaction
Risk Management, Policies: Lead WBG operational risk, compliance and regulatory and Compliance Culture related projects to assist with strengthening risk management practices and ensure that all projects are delivered within the bank’s overall risk and compliance culture. Prepare and review standard operating procedures (SOPs), policy principles/notes and operational policies and assist with initiatives to enhance product governance across WBG
Policies, Processes, Systems and Procedures: Adhere to all relevant organisational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders
Self-Management: Manage self in line with the bank’s people management policies, procedures, processes and practices to ensure adherence and to maximize own contribution to business performance
Customer Service: Demonstrate Our Promise and apply the ADCB Service Standards to deliver the bank’s required levels of service in all internal and external customer interactions
Skills
EXPERIENCE, QUALIFICATIONS & COMPETENCIES
Preferred Experience
At least 5 years of experience working in process improvement, project and change management roles in service or financial organisation
Preferred Qualifications
Bachelor’s Degree in relevant specialisation
Professional Qualifications
Lean Six Sigma
Knowledge and Skills
Microsoft Office (Word, Excel and PowerPoint)
Presentation Skills
Change Management Skills
Process Improvement Techniques
Job Details
Preferred Candidate
About This Company
