Business Process Manager
NBAD
Total years of experience :30 years, 4 Months
Current Employer: National Bank of Abu Dhabi (www.nbad.com)
Department: Business Excellence - Business Planning & Strategy /Customer Experience - Service Quality
Position: Group ISO Program Manager /Service Quality Manager
Period of Service: July 2008 onwards
Responsibilities: Managing ISO 9001:2008 Certification and Maintenance, Business Process Mapping and
Managing all Quality related activities
Job Description
• Lead the implementation and maintenance of (as Management Representative-MR) of ISO certification throughout the organization
• Responsible for planning ISO Surveillance audit plan and internal audit plan for the bank's 25 departments and lead internal Quality Audit along with the Internal auditors
• Responsible for finalizing Audit report and coordinating with various departments for closure of audit discrepancies
• Coordinate with LRQA on conducting Surveillance audit with the respective Departments
• Partner with the departments to ensure that the definition, documentation, measurement, maintenance and ownership of key business processes are clearly defined across the various segmented teams
• Partner with business and support departments to integrate and leverage existing tools, technologies, and metrics to optimize processes. Analyze and communicate organizational impact and potential change management issues of proposed people, process and technology solutions to relevant stakeholders
• Build and maintain an in-depth understanding of the business product policies and process maps across respective line of business and establish strong working relationships with Business staff and Support Division partners.
• Provide support in mapping the Business Process Models End to End along with Turnaround time (TAT), coordinating with respective departments/ branches to re-engineer Business Process Models, identifying Process KPI's with Business Process Owners and linking Process KPI's to Processes and ensure reporting via Dashboard
• Recommend appropriate solutions based on a strong understanding of the business issues at hand for different operational processes with variable volume, throughputs and time deadlines.
• Promote and establish Customer Complaint Management System - (Microsoft CRM System) across all NBAD Departments.
• Establish Customer Survey Feedback, Standard Customer Satisfaction Index across all NBAD Departments.
• Support various bank wide departments on Customer feedback Survey through external vendors TNS & Greenwich Associates
• Develop client feedback processes and procedures in conjunction with various departments and develop strategies to address gaps and improve customer satisfaction
• Responsible for advising, implementing, and overseeing change management, quality management, project management and business improvement initiatives (Re-engineering) in order to achieve process and product excellence, customer and stakeholder satisfaction
• Drive Continuous Improvement through Quality Circles on various process improvements.
• Manage & Support the process of Excellence Awards Submission (SKEA), Bench Marking Meetings, etc.
• Research Quality Improvement Tools and submit/recommend concept/white papers on an ongoing basis.
• Conduct benchmarking & sharing of best practice exercises
• Evaluate the cost and efficiency of each service and implement changes that will lead to lower cost of service and service excellence
• To incorporate Key Operational Risk Controls (KORC) that aligns to bank policy, companies & commercial laws and Central Bank regulations in the process maps.
Tools and Standards Used
ISO 9001: 2008, ISO 27001, ISO 26000, SKEA Framework, (EFQM), Six Sigma - DMAIC and QPR tool is used for analyzing, mapping and documenting processes bank wide (Branches, departments, International Units and Bank owned subsidiaries) . Microsoft office suite of products (excel, word, PowerPoint, Outlook)
Job Responsibilities :
Establish Customer Survey Feedback, Standard Customer Satisfaction Index across all NBAD Departments.
Support various bank wide departments on Customer feedback Survey through external vendors TNS & Greenwich Associates
Develop client feedback processes and procedures in conjunction with various departments and develop strategies to address gaps and improve customer satisfaction
Coordinated with various External Consultants, Loube /McKinsey/Bensouda/Bain& Company on various process improvement projects
Provide support in mapping the Business Process Models end-to-end along with turnaround time (TAT), coordinating with respective departments/ branches to re-engineer Business Process Models, identifying process KPI’s with Business Process Owners and linking process KPI’s to processes and ensure reporting via dashboard
Partner with business and support departments to integrate and leverage existing tools, technologies, and metrics to optimize processes. Analyze and communicate organizational impact and potential change management issues of proposed people, process and technology solutions to relevant stakeholders
Recommend appropriate solutions based on a strong understanding of the business issues at hand for different operational processes with variable volume, throughputs and time deadlines and evaluate the cost and efficiency of each service and implement changes that will lead to lower cost of service and service excellence
Responsible for advising, implementing, and overseeing change management, quality management, project management and business improvement initiatives (Re-engineering) in order to achieve process and product excellence, customer and stakeholder satisfaction
Establish Customer Complaint Management System - (Microsoft CRM System) across all NBAD Departments (Domestic & International)
To manage development and re-engineering of group wide business processes by working closely with all Business and Support Division to understand and document business processes. This will include making recommendations to enhance the efficiency of processes that span several To conduct analysis and evaluation of business processes to identify solutions to business problems and proactively look for opportunities to streamline and improve operational processes within their area of accountability with excellent communication, analytical/problem-solving and project management skills to help optimize the operational procedures within the respective work areas and work in tandem with business owners to develop and implement process improvement initiatives.
Lead the implementation (Management Representative-MR) of ISO certification throughout the organization. Interacting with the Department Heads and the external certification body (LRQA) for the implementation process. Develop, implement, communicate and maintain a Quality Plan to bring the Organization’s Quality Systems into compliance with the ISO 9001-2008 Quality Management System requirements.
• Develop the Implementation Plan in coordination with Senior Manager, Corporate Quality & Service Excellence for the ISO Certification project and facilitate certification for the Bank Departments, as per Plan schedule.
• Communicate the Implementation Plan to the various departments included in the Plan.
• Conduct Introductory Meeting with various departments explaining the requirements for ISO Certification project.
• Develop Action Plan with time line, by considering the department size and execute and monitor the timeline.
• Lead the implementation (Management Representative-MR) of ISO certification throughout the organization.
• Establish Process KPIs in all ISO certified departments and non ISO Depts.
• Promote and establish Customer Satisfaction Index including non ISO Depts.
• Promote and establish Customer Complaint Feedback Management System including non ISO Depts.
• Conduct Six Sigma (DMAIC) & LEAN Six Sigma Trainings for the create an awareness of the methodology involved.
• Coordinate with L&D for the ISO 9001:2008 Training for the Department identified for the ISO certification.
• Conduct GAP analysis and submit the report to the Management. Initiate necessary actions with the help of respective departments to fill the gaps in line with ISO requirements.
• Design and Develop Quality Manual as per ISO 9001-2008 Quality Management System Standards.
• Design and develop Quality Procedures: (A) Internal Audit Procedures, (B) Document Control Procedures (C) Corrective and Preventive Action Procedures as per ISO 9001-2008 Quality Standards.
• Conduct Management Review Meetings (MRMs) periodically in various departments. Prepare the Minutes of Meetings (MOM) for the MRMs and circulate the same to the Heads of the relevant departments.
• Interact with the Certification Body for scheduling and conducting Stage1 and Stage 2 Audit and support as Management Representative (MR) for the LRQA audits.
• Report the Audit outcome to the respective Department and support in preparation of Corrective and Preventive Action Plan.
• Communicate LRQA and organize for ISO certificates and support for Certification Awarding Ceremony.
• Communicate to Group Marketing & Communication for their external Communication
Project Management, planning and conducting Internal Audits, Implementing
Quality Procedures & Quality Systems, Change management, TQM & Continuous Improvement.
Website: www.pricol.com. Pricol Limited is an ISO/TS16949 certified and well established firm aiming towards SIX SIGMA with employee strength of over 4000.
Department: Printing Department
Position: Management Action Team Leader - Quality
Period of Service: April 1996 to November 2005
Responsibilities: Responsible for process control and Quality
Job Description: • Establishing procedures & Conducting Training on ISO 9001&2008, ISO/TS16949, ISO 14001
• TPM and 5 S Implementation
• Implementation of Reengineering wherever required
August 1995 to March 1996
Asst. Manager- Quality Control at Peniel, INDIA
April 1993 to July 1995
Team Leader - Quality Controller at Al Aahad Establishment, Doha - Qatar
ILM level 3 - Leadership and Management Institute of Leadership & Management 2014
Course / Certification / Qualification University / Institution Year Master of Business Administration - MBA (Systems Management, Management process & Organization behavior) Sikkim Manipal University - India 2009
3 years Diploma SIGA polytechnic College- Chennai - India 1991