SME Service Manager

Mashreqbank PSC; United Arab Emirates; On-site; AED 250,000 - 300,000; Full time

Job summary

A leading financial institution in the United Arab Emirates is looking for an experienced professional to drive business initiatives aimed at enhancing customer experience and operational efficiency. The ideal candidate will have a postgraduate degree and 10-12 years of banking experience, with a strong focus on process automation and digital solutions. Responsibilities include analyzing processes, managing stakeholder relationships, and supporting digital transformation initiatives across the business banking unit.

Qualifications

• 10-12 years of banking experience, focusing on process improvement and digital initiatives.
• Strong collaboration skills with transformation teams.

Responsibilities

• Lead business initiatives to automate processes for enhanced customer experience.
• Analyze and optimize bank processes for greater efficiency.
• Identify service automation solutions and enhance digital channels.
• Track KPIs related to service delivery and operational efficiency.

Skills

Stakeholder management skills

Commitment to timely delivery

In-depth knowledge of processes and policies

Knowledge of banking systems

Education

Postgraduate degree

Job description

Responsibilities

• Lead business initiatives to streamline and automate processes that will result in enhanced customer experience, ease of business and cost reduction.
• Lead efforts to analyze and optimize bank processes for greater efficiency. Identify bottlenecks and implement solutions to reduce processing times, improve workflow, and ensure seamless service delivery.
• Identify and implement service automation solutions by continuously assessing and adopting new technologies to enhance the bank’s operations and streamline customer service functions.
• Optimize and enhance both digital and physical service channels (e.g., online / mobile banking, ATMs, branch operations) to ensure consistent, fast, and reliable customer interactions across all touchpoints.
• Regularly track and analyze key performance indicators (KPIs) related to service delivery, customer satisfaction, and operational efficiency. Constantly identify ways to automate these controls. Use these insights to drive continuous improvement in service quality and operational performance, and suggest strategic initiatives.
• Collaborate with transformation teams/digital squads to explore process automation, simplification and service improvement opportunities.
• Work together with various stakeholders and support digital transformation initiatives of Business Banking unit.
• Drive initiatives that are in line with Mashreq's strategy and commitment towards sustainable environment.
• Formulate Business Requirement Document (BRD), raise User Request Forms (URF) to facilitate process change development.
• Provide postproduction support to the frontend teams / users.
• Ensure compliance with policies and SOPs to safeguard the bank from potential loss / AML fraud / and ensure ethical behavior.
• Review and design risk and control framework of BB Liability and Service team to ensure effective controls are in place.
• Support user acceptance testing of digital journeys.
• Design Q&As related to new complex processes and support required departmental Training programs.
• Assist unit in managing ad hoc activities to execute the vision of HOBB, RBG and Mashreq.

Qualifications

• Stakeholder management skills.
• Commitment to timely delivery of management objectives.
• In-depth knowledge of processes and policies.
• Stakeholder management.
• Knowledge of systems used by the Bank and corporate memory of central services within Business Banking in Mashreq is an added advantage.
• Postgraduate with 10-12 years banking experience.