Role Summary

The incumbent will be responsible for running and ensuring the success of process enhancement initiatives with a focus on customer orientation, service and quality across Group Retail Bank.

Role Description

Essential Duties & Responsibilities by Dimensions:

• Shareholder & Financial:

• Run, execute, steer projects by using Lean/ Six Sigma/ Change Management standards and the process enhancement methodology aimed at improving customer satisfaction and efficiency within Group Retail Bank
• Ensure the success of end-to-end process enhancement initiatives across Group Retail Bank.
• Establish measurement plans for key performance indicators (KPIs) and execute control plans to monitor, track and update KPIs related to dedicated reengineering and end-to-end process enhancement initiatives on a periodic basis
• Customer (Internal & External):
• Identify, quantify and define enhancement areas in close partnership with the concerned stakeholder and contribute to the implementation of customer-centered processes
• Work closely with stakeholders of Group Retail Bank to improve on relevant KPIs
• Leads cross-functional design teams to: (1) understand and investigate the current business process design; (2) identify problems, complexities, non-value-added steps, inefficient workflows, and other design factors; (3) develop performance measurement systems and analyze performance data; (4) create improvement recommendation and improve process design; and (5) implement solutions to achieve results in output volumes, quality, timelines and costs
• Optimize the use of appropriate lean and 6 sigma tools; pursue technology developments that result in process enhancement.
• Report on progress on a regular basis for relevant projects
• Internal (Processes, Products, Regulatory):
• Interact with Head of Group Retail Process Enhancement to obtain new process enhancement mandates and participate in project idea generation, selection and scoping
• Identify defects and impact of defects on current processes
• Propose defect fixes or system enhancements, and work with the various stakeholders to propose and develop process and/or technology modifications
• Gather, collect, and prepare data related to reengineering and end-to-end process enhancement initiatives.
• Identify benefits, quantify targeted results, establish measurement criteria and assist in the prioritization of process enhancement initiatives
• Apply and implement industry best practices and standards within the execution of process enhancement assignments
• Learning & Knowledge:
• Identify related areas for professional self-development.
• Legal, Regulatory, and Risk Framework Responsibilities:
• Comply with all applicable legal, regulatory and internal compliance requirements including, but not limited to, Group Compliance Policies and Procedures (AML & CTF, Sanctions Policy, Data Protection Policy, Fraud Control Policy, Whistle Blowing Policy, Conflict of Interest and Insider Dealing Policy).
• Understand and effectively perform your role under the Three Lines of Defence principle to identify measure, monitor, manage and report risks.
• Ensure systematic good outcomes for clients in accordance with Conduct Risk policy.
• Support the framework of RCSA, KRI, Incident reporting and remediation, as appropriate, in accordance with the Operational Risk Management requirements.
• Maintain appropriate knowledge to ensure full qualification to undertake the role.
• Complete all mandatory training provided by the Bank, attain, and maintain the required levels of competence.
• Attend mandatory (internal and external) seminars as instructed by the Bank.
• Other:
• Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information.
• Maintaining utmost confidentiality concerning customer and internal bank information obtained during the course of business and provide such information on a need to know basis only to Senior Management of QNB, Audit and Compliance functions, and relevant Regulators.
• Maintain high professional standards to uphold QNB’s reputation and to strengthen its market leadership position.
• All other ad hoc duties/activities related to QNB that management might request from time to time.

Qualifications: – Graduate degree from leading academic institution with focus on business administration

• Minimum of 4 years work experience with minimum of 2 years, experience in organization and process reengineering, business consulting and project management or equivalent business/ operations experience within the financial services arena (however: no specialization in one area but rather multi-skill and transversal across functions)
• Operational and project management experience including the participation in large company wide program deployments with partial subproject responsibility
• Certified Six Sigma Green Belt experience and technical mastery
• Demonstrated track record using Six Sigma Methodology principles and practices
• Ability to use systematic and data driven methods in order to solve problems, analyze and improve processes
• Knowledge of financial services from an operational and support perspective