Manager - Lean Practice.Client Experience and Conduct-Lean

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.