Officer Process Enhancement – QNB Group

Full Time @ Qatar National Bank (QNB) Sector: Business Administration & Management
  • Doha, Qatar View on Map
  • Date Posted : November 2, 2021
  • Salary: Negotiable
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Job Description

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 the customer and internal bank information obtained during the course of business and providing 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 a leading academic institution with a focus on business administration

  • Minimum of 4 years work experience with a 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

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