Job Description
Job Description: The job holder has proven expertise in end-to-end journey assessments across both digital and traditional banking processes. The role demands a strong command of Lean Six Sigma methodologies, advanced process optimization, and journey reengineering techniques. The incumbent will be responsible for diagnosing systemic inefficiencies, eliminating waste, and embedding data-driven improvements that elevate customer experience, strengthen risk and compliance posture, and accelerate automation and digital transformation. Lead and manage various aspects of E2E Journeys Assessment , including diagnostics, re-design, and implementation. Capture and analyze VOC, NPS, CSAT, and customer complaints data to pinpoint friction process steps. Prioritize and execute projects that deliver measurable uplift in customer experience and in line with the overall CXCG strategy.. Apply DMAIC, DMADV or DFSS frameworks to address process gaps and redesign critical journeys. Define, monitor, and optimize KPIs, SLAs, DPMO, Sigma Levels , and process cycle efficiency. Partner with business units and support cross-functional teams to embed control measures, provide enhancements in redesigned processes (As-is vs. To-be). Facilitate Kaizen events , rapid improvement workshops, and Gemba walks with stakeholders. Conduct Lean Deployment and Sustain assessments as per framework to ensure long-term sustainability of Lean Culture Translate complex analytical findings into clear, actionable recommendations for decision-makers. Track hard and soft benefits realization , ensuring process changes deliver long-term impact. Drive the implementation of visual SOPs across the bank and improve adoption for self-paced learning Identify any gaps in skills or knowledge that may be hindering performance and recommend relevant training to address these gaps and improve overall productivity. Lead and facilitate the governance framework by overseeing and improving organizational procedures and job functions. Report Lean projects key metrics and achievements for the Lean Kanban Dashboard. Key Results: E2E Journey assessments and detailed Diagnostic report with quality findings and recommendations using Lean Six Sigma and CX tools. Execute the scope of projects by analyzing existing procedures and recommend To-be proposals for improvement Facilitate Implementation of Lean recommendations using agile delivery methodologies and adherence to project timelines Reduction in Lean waste thereby improving CX and internal efficiencies. Ensuring project outcome is measurable and achieved. Foster strong relationships with internal and external stakeholders to ensure optimal performance Provide consultancy support for concepts, principles and tools of Lean Six sigma, process re-engineering, analytical, diagnostic expertise and agile deliveries Achieve project objectives, define KPIs and improve SLAs. Undertake continuous training and development for self and Lean Champions across the organization Use a combination of quantitative data (Productivity metrics, Task completion times, Rework) and qualitative assessments (feedback from stakeholders and subjective evaluations) to evaluate the capacity and productivity of the individual to perform a certain task of E2E process. Facilitate improvement roadmaps by analyzing organizational workflows and suggesting enhancements to ensure seamless integration of technology. Conduct study of various work streams and harness technological tools to augment organizational processes and methods for improved TAT and user experience. Minimum Qualifications / Experience: Degree level or equivalent in Business, Engineering, Operations Management, or related discipline in customer experience or service design. Six Sigma Green Belt or Black Belt (mandatory). Lean certification preferred from accredited body or international equivalent. Strong expertise in DMAIC, DMADV/DFSS, SIPOC, VSM, Kaizen, FMEA, COPQ analysis, hypothesis testing, SPC, control charts, and advanced statistical methods. Professional Qualifications / Regulatory Requirements: Education: Degree level or equivalent in Business, Engineering, Operations Management, or related discipline in customer experience or service design. Knowledge & Experience: Minimum 8–12 years of process excellence and journey reengineering experience, preferably within banking/financial services. Familiarity with banking operations, financial services, retail, corporate banking products, and regulatory frameworks is considered a plus. Proven track record in medium to large-scale transformation programs, diagnostics projects, SOP reviews, digital or non-digital enablement, and regulatory compliance. Ability to understand and implement Mashreq frameworks of Lean Six Sigma approach and methodology, Project Management, documentation standards,. Ability to prepare all project related artifacts, project plan, charter, RAID…etc. Assess effective use of technology to streamline tasks of individuals involved in a process to resolve organizational problems. Execute the scope of projects by analyzing existing procedures and recommend To-be proposals for improvement. Familiarity with banking operations, retail/corporate banking products, and regulatory frameworks. Facilitate scrum in implementing approved recommendations, using agile delivery, issuing of revised instructions and process manuals. Proficient use of MS Office, Miro, Azure and data analytics tools….etc. in preparing dashboards and reports on projects.