Operations and Process Improvement Specialist

thecommerc; Lahore; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

A leading financial institution is seeking an Operations and Process Improvement Specialist to manage operational activities and enhance performance. This role involves overseeing CRM dashboards, business continuity initiatives, and staff training. The ideal candidate will hold a Bachelor's degree in IT or Business and possess 5-8 years of experience in the banking sector. Strong analytical, presentation, and interpersonal skills are crucial for success in this environment. Competitive compensation and a focus on employee well-being are offered.

Benefits

Competitive Compensation

Work-Life Balance

Opportunities for Global Partnerships

Qualifications

• 5 - 8 years’ relevant experience in the banking sectors.
• Strong communication skills in English & Arabic.
• Ability to work under pressure.

Responsibilities

• Manage CRM dashboards and ensure accurate reporting.
• Oversee Business Continuity initiatives.
• Compile and monitor weekly performance KPIs.

Skills

Analytical skills

Presentation skills

Interpersonal skills

Organizational skills

Team player

Education

Bachelor’s Degree in IT or Business

Tools

Microsoft Office Suite

Power BI

Job description

Career Opportunities: Operations and Process Improvement Specialist (7487)

Commercial Bank, founded in 1975 and headquartered in Doha, plays a vital role in Qatar’s economic development by offering a range of personal, business, government, international and investment services. We believe in empowering our employees, providing them with opportunities for growth and professional development.

By Joining us, you’ll be part of a workplace culture that fosters innovation, supports work-life balance, and encourages you to reach your full potential.

Join us in shaping the future of banking!

Job Summary

Providing centralised control of all strategic operational & IT activities of Sadara to meet all business requirements.

Collection, dissemination and control of management information and preparation of critical presentations for management key resource for the Management Information System, Performance management data extraction, analysis & reports.

Ownership and control of Sadara Performance/KPI exercises, preparing lists, follow ups.

Central hub for premium banking team to manage requests from all channels.

Key Accountabilities

Management Information Systems (MIS):

• Maintain and enhance CRM dashboards tailored for multiple job roles (RM, SRM, Team Leader, and Management).
• Analyze Sadara dashboard data and submit periodic variance reports to ensure data accuracy and integrity.
• Generate CRM call reports and manage their distribution and follow-ups to maintain key client contact strategies.
• Manage centralized staff data, ensuring timely updates and accuracy.
• Collect and centralize monthly MIS data in collaboration with relevant teams.
• Administer and manage role-based system access for Sadara team members.
• Oversee shared drive regularization to support efficient file management.

Business Continuity & Operational Support:

• Independently manage BCP-related initiatives, including annual call tree exercises.
• Support Directors across ongoing Premium Banking projects, liaising with cross-functional teams.
• Coordinate distribution of event-related gifts and tickets for Director’s office clients.

Performance Management:

• Compile and monitor weekly RM KPIs and performance data for mid-year/year-end assessments.
• Disseminate Sadara targets and incentive frameworks to frontline staff.
• Develop comprehensive performance scorecards and reports for appraisal reviews.
• Prepare dynamic presentations and reports using PowerPoint and Power BI for senior management.
• Track and analyze general staff performance against defined benchmarks.

Reporting & Compliance:

• Produce accurate departmental reports in line with organizational policies and timelines.
• Conduct periodic IAM (Identity Access Management) reviews with IT stakeholders.
• Ensure operational SLAs and compliance protocols are up to date and enforced.

Training & Onboarding:

• Lead training uploads and coordinate structured onboarding for new staff.
• Train new joiners on core systems (CRM, Equation, FT Smart, DSM, Cognos, Sadara Dashboard).
• Coordinate issuance of IT and bank collaterals and arrange system access through stakeholders.
• Manage familiarization sessions and provide team-wide application support.
• Liaise with HR on all Sadara staff-related matters, including leave planning, KPI reviews, and PIPs.

Strategic Insights & Continuous Improvement:

• Analyze product-wise penetration and staff-level performance data for strategic planning.
• Identify team strengths and weaknesses based on portfolio performance insights.
• Recommend process improvements and maintain updated SOP documentation.
• Coordinate with facilities management to maintain the aesthetic and functional design of Premium lounges.

Health, Safety & Environment (HSE):

• Ensure adherence to all quality, health, safety, and environmental policies and procedures across operations.

• Technically proficient in Microsoft Office (Word, Excel, PowerPoint, Vision, Outlook, Acrobat & Power Business Intelligence tools).
• Providing IT and systems related support and guidance to all Sadara members.
• Strong presentation & spreadsheet and analytical skills.
• Business Drive for results/ Achievement Orientation.
• Concern for Quality.
• Team player.
• Interpersonal Effectiveness.
• Change Orientation.

Required Qualifications:

• Bachelor’s Degree, preferably in IT related/Business.

Required Experience>

• 5 - 8 years’ relevant experience in the banking sectors.

Knowledge & Other skills:

• Knowledge of Banking Industry
• Refined Stakeholder Management Skills
• Can work under pressure and demonstrate a flexible attitude to work
• Technophile
• Interpersonal skills
• Organizational skills
• Strong Communication skills in English & Arabic
• Ability to interact with internal and external customers in a multi-cultural environment

Why Commercial Bank:

• Best Digital Bank in the Middle East 2024by World Finance and Best Mobile Banking App in the Middle East 2024 by Global Finance.
• AnInnovation-Driven, Digital-First Environment where employees work with the latest tools and technologies to redefine banking.
• Opportunities for Global Partnerships & International Exposure, connecting employees with global networks and perspectives.
• A focus onEmployee Well-being & Work-Life Balance, ensuring a healthy and supportive environment for all team members
• Competitive Compensation & Benefits that ensure our employees are rewarded for their dedication and performance.
• Astrong Commitment to Diversity, Equity & Inclusion, fostering a culture that values every individual’s unique perspective.

At Commercial Bank, we don’t just offer careers, We shape futures by pioneering digital transformation in Qatar’s banking sector, blending digital-first approach to redefine banking through innovative solutions.

Disclaimer: We appreciate your interest in joining CBQ! Please note that only selected candidates will be contacted for further steps in the hiring process. This job posting is for informational purposes only, and CBQ reserves the right to modify, withdraw, or close it at any time without notice.