Manager – Lean Practice, Client Experience and Conduct

Role Overview

• 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.
• Undertake continuous training and development for self and Lean Champions across the organization.

Requirements

• 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).
• Strong expertise in DMAIC, DMADV/DFSS, SIPOC, VSM, Kaizen, FMEA, COPQ analysis, hypothesis testing, SPC, control charts, and advanced statistical methods.
• 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.
• Proficient use of MS Office, Miro, Azure and data analytics tools….etc. in preparing dashboards and reports on projects.

Tech Stack

• Azure

Benefits

• Health insurance
• Retirement plans
• Professional development