Job Description

Business Process Reviewer




Role: Business Process Reviewer


Location: Ras Al Khaimah




Role Purpose:




The role of the business process reviewer is to review, identify and enhance the business process, document all processes, work in tandem with the various other units within the contact center as well as all other stakeholders to set the business process objectives and to streamline processes, which will lead to improved efficiency, productivity, and customer experience. The BPR lead all process review, enhance and document all related to dept processes and operational manuals initiatives.




Key Accountabilities of the role



Operational readiness:


• Documenting, reviewing and maintaining the department Policy and Procedures (Standard Operating Procedures, Server Level Agreement)
• Review systems BRD and attend system UAT & Demo sessions.
• Lead and represent the cotnact center on bank wide all process improvement initiatives.
• Continuously work with the respective unit heads within the contact center on initiatives to drive process improvement to create better efficiency in the processes that are being executed.
• Documentation of all process (including and not limited to) new process implementation, process update, with proper tracking of change.
• Track all projects initiated by the Contact Center as well as those that involve the contact center.
• Ensure that processes that have been deployed are executed through relevant checks (work closely with Risk Control)
• Development and re-engineer process, in line with goals and direction of the business unit and the bank.
• Gather information and facts, develop an accurate assessment/analysis of the collected information.
• Identify & analyze situations to produce effective solutions.
• Drives root cause analysis and work with all teams to identify and implement business process improvements that will prevent recurrence of issues.
• Collect sign-offs for any process changes & update.
• Lead the improvement of functional systems, processes and practices considering changes in the business environment which demand proactive action plans.
• Managing Department's business continuity plans (Documentation and Implementation)



Human Resource/People:


• Continuous engagement with the individuals within the department.
• People development
• Providing support and guidance to the individuals within department.



Quality:


• Ensure timelines and datelines of SOP renewal are met
• Regular monitor of agent performance to identify any areas of improvement.
• Coordinates and facilitates discussions around process implementation, delivery of training among others.



Continuous Improvement:


• Continuously find ways of improving processes that will improve efficiency, reduce rework and improve customer experience.
• Identifying process gaps and opportunities and working towards bridging the gaps.



Continuous Process Improvement:


• Comply and perform Key operational controls as required in ADIB's polices & procedures relating to process re-engineering unit of the Call Center.



Any other adhoc projects/task that may be assigned as a result of business requirements, by the management Tighter controls on critical activities




Specialist Skills / Technical Knowledge Required for this role:




• Bachelor's degree in business management or finance and banking.
• Excellent Ms. Office
• Excellent Ms. Visio Office
• Fluent in English & Arabic
• Six Sigma, PMP, certification will be an added advantage.
• Banking knowledge.
• Excellent presentation skills.
• Excellent communications and interpersonal skills
• Excellent analytical, methodical and 'out-of-the-box' thinking.



Previous experience:


• Minimum 3 years' experience in the contact centers and business process.
• Previous experience in developing operating procedures and process flows.

Job ID 300002226686575