Head of Operational Excellence / Process Reengineering
National Bank OF Kuwait (NBK)
Total des années d'expérience :8 years, 1 Mois
• Develop and implement an operational excellence strategy aligned with the overall business strategy and goals.
• Identifying process improvement opportunities, analyzing and optimizing processes to increase efficiency and reduce waste, and implementing process changes in collaboration with cross-functional teams.
• Implement process changes in collaboration with cross-functional teams, ensuring that process changes are documented and communicated effectively, and that stakeholders are trained on new processes.
• Lead change management initiatives to drive a culture of continuous improvement and operational excellence across the organization.
• Correct workload balance across process flows and align to staff productivity, SLA’s & create a culture of “first time right” in the overall process.
• Lead cross-functional projects to implement process changes and ensure that projects are delivered on time, within budget, and to the required quality standards.
• Provide strong management guidance and direction across all business products and process improvement opportunities using LEAN/Six Sigma methodologies.
• Identify and manage risks associated with process changes, and develop contingency plans to mitigate risks.
• Reinforces strategic change, through effective and receptive change management practice and sponsors structured change management.
• Playing a key role in monitoring, assessing and developing required performance management and Quality Scorecards applicable to the respective functions.
• Responsible for Defining Service Excellence, Customer Experience & Quality Improvement strategy, approach, and execution in development projects.
• Define the “Critical Business Requirements, Product and Process specifications, Acceptable Cycle/Delivery.
• Applying LSS & Design thinking methodologies in process improvement projects depending on measuring & analyzing VOP against VOC through different touch points (Operational Efficiency Reports, Surveys … etc.).
• Managing process gaps or system performance gaps closure to enhance process capabilities through streamlining and waste elimination.
• Managing any development adhere to the principles, guidelines, and best practices of the Service Excellence strategy.
• Ensure Process capability, Implement Capacity planning projects & determine standard times for transactions and process.
• Driving improvements over complaints KPIs and use data to analyze root cause of customer complaints and develop a mitigation action plan based on Customer Protection Unit complaints report.
• Evaluation & Monitoring of AAIB complaints activity in terms of quality, scope and methodology and making appropriate recommendations.
• Leading the overall journey for Customer Success: Mapping the customer journey and developing interventions for each step, driving engagement with customer, analyzing data and customer feedback, and continuously improving the customer experience.
• Driving Customer Centricity and measuring the effectiveness of the Customer Success team with key goals, operational
• metrics, and outcomes for the team
• Take the lead in managing and delivering surveys & mystery shopping projects, from scoping through to methodology and report writing, including managing, and developing client relationships
• Manage & Oversee assessment plan for AAIB branches to measure level of services being presented in AAIB to customers and ensure high standard and unified level of service is provided to customers.
• Manage the service balance scorecard and ensure communication of generated results to users and management.
• Identify service deficiencies and gaps through monitoring VOC and VOP and develop/implement/monitor the appropriate tactical initiatives with related parties for improvement.
• Deployment strategy for implementing improvement projects & cost saving benefits, aligned with business strategy.
• Undertake projects to improve service quality standards to achieve organization's goals. (Lean & Six Sigma projects)
• Lean projects to reduce waste & non-value-added process.
• Take a proactive approach in introducing new methods of differentiated level of service quality versus competition leading to a significant competitive edge.
• Redesign bank process & procedure aligning with customer needs.
• Ensuring non- recurrence of customer issues by root cause analysis and elimination of key problems/ issues in the customer life cycle.
• Promote efficiency gain, better operation risk control, and improve stakeholders' satisfaction from digitalization and standardization of end-to-end processes.
• Ensuring that SLA’s/OLAs are appropriate and properly applied to mitigate customer dissatisfaction.
• Providing tools for tracking performance KPAs & KPIs such as Branch score cards, sales boards, E2E score cards, etc.
• Define, Analyze, and lead action plans needed to improve processed bottle necks and pain areas resulted from check points findings reports ex: - (Audi Report, Risk Incident Report, VOC, etc.)
• Redesign bank process & procedure aligning with customer needs.
• Providing/Deploying tools/Systems for tracking and monitoring organization non-financial objectives delivered from customer touch points to ensure embedding Service Excellence culture.
• Providing tools for tracking performance KPAs & KPIs such as Branch score cards, sales boards, E2E score cards, etc.
• Provide the management with processed/systems/methods/recommendations enhancement initiatives.
• Ensure that business processes workflows are communicated and applied on the real ground and work efficiently for all business segments and lines.
• Conducting Capacity Utilization Enhancement projects in align with Operational Excellence methods.
• Enhance organization structure related to customer touch points, defining skills requirements and coaching tools for teams’ role.
• Providing quality assurance by reviewing and mentoring the SE and customer experience management activities on a regular basis by sample checking visits and on job coaching.
• Evaluation of complaints activity in terms of quality, scope and methodology and making appropriate recommendations.
• Identify service deficiencies and gaps through managing customer feedback/comments complaints and develop/implement/monitor the appropriate tactical initiatives with related parties for improvement.
• Evaluate and analyze Customer’s feedback monitor tools (Complaint’s report, Mystery shopper visits, Customers surveys & VOC, Trust meter).
• Highlight deficiencies extracted from the Monthly/Quarterly Complaints report, Market Surveys and Mystery Shopper.
• Evaluate major findings in the visited branches and the corrective actions.
• Continue revisit to Procedures & SLAs created to ensure proper application or modify if needed.
• Work closely with all stakeholders (Product Heads, Department Heads, and Regional Managers) in a professional manner and develop effective communication skills & maintaining good relation with all parties.
• Develop and deliver education and training in relation to complaints management and customer care support education initiatives.
• Ensuring smooth and flexible performance & communication between internal departments.