مدير أول لمراقبة الجودة الدولية

Job Purpose Summary:

The incumbent will:

-Implement the vision of group operation for quality assurance standards and monitor activities of international branches to ensure that proper control is followed in all international branches compliance.

-Control and monitor the ongoing international branch projects and ensure that these are adhering to the strategic project plan.

-Review and approve all enhancement of process / system quality certifications.

-Conduct development and re-engineering studies on identified processes, products or services for international branches.

-Manage test plans and scripts standards are properly adhered to by the project team for international branch implementation.

-Ensure that proper change control management is followed by the international branches for any change requests on the project.

Essential Duties & Responsibilities by Dimensions:

A. Shareholder & Financial:

-Support and assist the EVP Group International Operations Affairs to document the Key Performance Indicators (KPIs), for performance monitoring and quality measurement purposes, pertaining to the services/ activities performed by the Department and maintain records of their achievements on periodic basis.

-Support in preparing the department’s annual budget and continuously monitoring the department’s conformity to it.

-Supervise and control the re-engineering process and development of the related workflows to improve existing process to create cost savings and efficiencies.

-Implements KPI’s and best practices for Senior Manager, International Quality Control

-Act within the limits of the powers delegated to the incumbent.

B. Customer (Internal & External):

-Support implementation of TOM by controlling the quality of the process and systems within the stipulated timeframe.

-Ensure coordination among the concerned user departments in the formulation of project deliverables, resources, priorities, duration, and cost.

-Approve all process / systems with a formal, systematic procedure for evaluating, describing, testing, authorizing and benchmarking process / systems or activities prior or after a process / system is in operation.

-Ensure a comprehensive evaluation of the international operating processes, banking systems, and products as measured against the standards to meet the required / mandatory country specifications and regulations.

-Interact with International Branches and Operations PMO throughout the project life cycle for zero defects and conformance to requirements.

-Provide guidance to the users of the international branches for User Acceptance Testing, Operational Readiness

-Testing and Post Live Verification standards are adhered.

-Ensures that the standardized approaches and processes are followed and the project deliverables meets the planned quality.

-Perform the point of release quality assurance on new international branches implementation.

-Work with business and international operations partners to fully assess impacts of new development.

-Closely liaise with HO departments, Relationship Managers, Operations PMO, Quality Assurance Team and

-Senior Stakeholders across the organizations.

-Create new or update existing procedures, training materials and user guides.

-Work with appropriate service desks to transfer knowledge for post implementation support.

-Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.

-To assist customers in all their queries on Bank’s product and seek solution to their requests.

-Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.

-Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.

C. Internal (Processes, Products, Regulatory):

-Perform baselining, gap analysis, comparison studies and evaluation to verify process and systems are performing as per the standard government and regulatory requirements.

-Assess the efficiency and the effectiveness of the project and system once implemented, taking appropriate steps to resolve any problems/ issue noted.

-Identify and implement service enhancements and process improvements.

-Ensure and escalate issues on stability of systems and applications associated with banking transaction processing. Review trends and determine what changes may be necessary to correct system issues or enhance processing.

-Ensure that the project interim deliverables adhere to the standard quality metrics and are accepted by the stakeholders

-Monitor and measure the performance and quality of the designated international branches to identify the opportunities for re-engineering.

-Initiate re-engineering, efficiency management, quality improvement, and cost optimization efforts projects.

-Measure the project performance against the planned performance baselines & other metrics in PM plan and determine corrective / preventive actions in case of variance and support in resolving issues interfering with the successful completion of the projects.

-Coordinate project related work with various departments by supporting testing and system integration as and when required.

-Perform periodic audit checks for processes and systems in international branches to ensure utmost quality and efficiency in adherence to defined procedures.

-Control changes to the project management plan and performance baselines by strictly adhering to the change control procedures.

-Provide guidance for post go live verification and sign off benchmarks for optimal system performance.

-Provide constant support to the international projects through meetings with designated RM’s and highlight and alert any variances from approved plan.

-Coordinate with other departments to ensure high customer satisfaction are met or exceeded.

-Prepare reporting for the projects for submission to various management levels / Operations PMO /International Branches within the Group.

-Ensure direct oversight of high-volume activity, consistently complex issues and/ or high-level risk and exposure items that have a significant impact on the achievement of the objectives of the department and potentially the

-International Operations Department.

-Investigate and report service interruptions, critical issues and potential risks to Executive Manager of IGOPS.

Education/Experience Requirements:

-Bachelor's degree University Graduate/preferred with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study)

-At least 8 years of relevant experience, preferably within a highly rated international bank.

-Full Operation and System knowledge to guide all International Branches from opening to going life and continuous support

-Full Compliance expertise to meet Regulatory requirements in International Branches

-High-level document writing capability such as, Procedure and guidance document for all products and Branches (Conventional & Islamic) position levels.