Head of Business Process Management & Excellence
Doha Bank
Total years of experience :22 years, 7 Months
• Lead conception, scope definition, and execution of various types of strategic and operational business transformation initiatives, ranging from the local and global market, corporate and operational strategy to process improvement.
• Manage the design, evaluation, and monitoring of the business processes pertaining to bank-wide and overseas branches functions for effectiveness, quality, and simplification.
• Ensure strategic objective alignment of the functional activities and initiatives within the Change Management & Operational Excellence section to the goals and mission of the bank.
• Facilitate the respective stakeholders and immediate team to critically review current processes and develop and implement process solutions to improve operational efficiency.
• Leads, drive day-to-day change management and business transformation activities and initiatives while providing the proper levels of support and coaching for groups functions management and client team members
• Oversee prompt updates of the business policies as to when there are specific changes to policies on account of changes in regulations, management decisions or changes/improvements in the existing processes.
• Guide and monitor the team on research support on account of best practices, industry benchmarks, other customer experiences and technology to enable process redesign for improved business performance through continuous enhancement of all key business processes.
• Oversee and guide the team in the development and delivery of the change management plan from formulation to benefits realization, including but not limited to change readiness, impact assessment, stakeholder engagement and strategic communications.
• Extend support to the respective Department / Function Groups Heads towards the development of detailed Change Management & Operational Excellence plans and targets based on the strategic goals.
• Develop and sustain robust working relationships with internal/external stakeholders to accelerate and capitalize on functional / operational/ strategic needs.
• Keep abreast of, and apprise the management on industry trends and economic events; effectively communicate these to the team/management, to effect changes in the department, including but not limited to section deliverables, staffing of employees, etc.
• Contribute towards and manage the incorporation and tracking of effective controls framework for all revised processes and reengineering initiatives.
Direction and managing business process management concept, transformation & quality system.
Create, design and develop business transformation for the branches to achieve internal and external customers with aligning with bank strategy goals and objectives.
Managing and ensure that developing and optimization service plans and related strategies are aligned with the bank strategy.
Lead the bank business performance (KPI's), ensuring that bank performance is properly measured, monitored and communicated and ensure that effectively reduce risks.
Managing that organizational development interventions are used to drive cultural change & skills development.
Develop reviews plan of the bank business processes and performance and bring forward & necessary reports to change and optimization.
Present analysis and recommendations of how to change the processes of an area to top and senior managers.
Develop and deliver an effective change management and transformation approach, with a clear direction and effective communication of the change.
Develop and manage a framework and process to assess the impact of the change, including evaluation of proposals and benefits analysis.
Identify the opportunities for strategic change and their application in action, and contribute to the achievement of the strategic goals.
Participate in developing the strategic goals of the bank through the department’s objectives, which can be achieved in business processes.
Develop & managing the bank units policies and procedures SOP manuals and implement regulations and law (Compliance & AML) for products & services provide.
Identifying opportunities to improve the IT systems and business processes to achieve customer satisfaction and reduce the cost and time.
- Interviews customers and stakeholders of the business process to understand the scope/need, applying process and analytically skills to develop solution proposals.
- Elicits current processes using interviews, document analysis, process workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis.
- Critically evaluates information gathered from multiple sources, reconciles conflicts, decomposes high-level information into details, abstract up from low-level information to a general understanding, and distinguishes user requests from the underlying true needs.
- Proactively communicates and collaborates with external and internal customers to analyze information needs and functional requirements and deliver the following artifacts as needed: - Business Process, Assumptions, Constraints, Process Flows, Use Cases, etc.
- Leverages ‘current’ (AS-IS )and ‘future’ (TO-BE) state models to document target processes clearly with an action plan to drive transition to future process.
- Works with the business to establish benchmarks, or a set of standards, against which the defined processes will be measured and audited. The benchmarks must be quantifiable, attainable, and realistic; and measured frequently to focus on improving the process.
- Participates in team meetings and proactively provide guidance and leadership to achieve department objectives, apply best practice methodology and implement process improvement projects.
- Liaises between the business units, technology teams and support teams.
- Recommend for enhancements business processes for change management.
- Fulfillment process oriented approach Instead of functional approach.
- Design and develop business process architecture by drill down approach with business owners.
- Optimizing business processes with T24 (Temenos) core banking system to implement SOA and decrease the time and cost of business processes and increase the efficiency .
- Involvement with risk department to identify the operation risks by providing processes models .
- Provide audit department to support operation audit.
- Manage the BPM team optimization project to meet deadlines and quick wins.
• Implement business process management (BPM) & continual improvement concept.
• Establish a fully functional business wide performance scorecard as per the business objectives.
• Identify and execute Business Improvement and Quality projects.
• Lead business process improvement projects& team.
• Develop business process architecture for group & End-To-End scenario.
• Develop a suite of tools and techniques in conjunction with IT for the business.
• Define authority matrix for top level management in all business processes.
• Establish internal and external Service Level Agreements (SLAs) with stakeholders and customers.
• Defined and revised the organizational chart with more specific roles and responsibilities for better performance.
• Documentation current business processes (AS-IS) models.
• Analysis & define from AS-IS Models weaknesses & bottlenecks.
• Suggest and develop improve business processes models (TO-BE).
• Performed implementation ERP solution after business process optimization.
• Developing presentations for strategy level for defined current KPI’s & improving KPI’s.
• Create awareness and education within the company about Business improvement and Process Improvements.
• Supervise on implementations optimize business processes.
• Monitoring & controlling business processes after implementation.
• Hold management workshops to understand the business more clearly and define the scope of the project.
• Gather requirements & developed documentation (Current status "AS-IS" & Improved Status "TO-BE") processes.
• Performed business and process analyst for client projects using ARIS tools & BPM concept.
• Derived business process model by ARIS Platform Tool & taking end-to-end view of a process to include Management, Core & Support processes.
• Prioritized business processes according to the process performance using customer satisfaction, benchmarks, and management measurements.
• Analyze& designed existing business processes in a view of identifying areas of optimization and re-engineering business processes by CEM methodology.
• Worked in different local & international projects as Team Leader, P.M, and BPM Consultant.
• Some of Professionals Projects I was worked :
With IDS-Scheer BPA Worldwide Leader Company, BPM project in International banking used ARIS Tool to gather processes & analyse for processes optimization in KSA.
With IDS-Scheer BPA Worldwide Leader Company, Implemented ARIS Platform & trained in Government sector in National Information Center in KSA.
Improved business processes in Ministry of Agriculture in Jordan.
• Developed project plan & gather and document client requirements through workshop with clients.
• Managed the workshops with clients to collect, document, and map process data & information (Workflow Processes, Process Designing, Business Analysis, Operation, etc.)
• Represented graphically the above on the tools provided.
• Made presentations to clients on existing process maps and on improved processes.
• Interacted with tool developers to:
a. Ensured client requirements were well communicated.
b. Follow up with them to ensure that their work reflects and is consistent with clients’ requirements.
c. Ensured that they met client deadlines.
• Made presentations to clients on results of our work.
• Gave status reports to clients on the progress of work where required.
• Worked on automation tool named EKS integrate with MS-Excel to publish processes.
• Worked on ITIL projects.
• CRM Sage AccPac System & Database Administrator, Involved with (Computer Applications & Technical Services Co.) software solution, new project of real estate CRM system through:
1. Prepared the processes workflow, database, and business requirements.
2. Analyse and design of CRM system, business process, system security, monitor & performance.
3. System customization & supervision of the workstation installation processes.
4. System quality assurance (testing) through tests all process of the system.
5. Given training on CRM system to the end-users (Management, Marketing, Sales and Surveyors).
6. Made day-to-day backup, restore polices & procedures.
7. Integrated the CRM system with AVAYA call center.
8. Administrated on call manager AVAYA application.
• System & Websites Administrator :
1. Involved with (GCE Co.), project (Installation of new networks "Domain, Workgroup").
2. Installed & configured of O.S Server 2003, ISA 2006 & Exchange 2003.
3. Managed technical support team.
4. Managed licenses operating system & antivirus.
5. Managed active directory system
6. Prepared full CMS websites designed search engine criteria to end users and database requirements for developers & testing.
It is a systematic approach to the gathering requirements, analysis, design, assessment, implementation, test, maintenance and process reengineering & business process of software.
