[Hiring] Manager - Lean Practice.Client Experience and Conduct-Lean @Mashreq

Role 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.
• Leading and managing various aspects of E2E Journeys Assessment, including diagnostics, re-design, and implementation.
• Capturing and analyzing VOC, NPS, CSAT, and customer complaints data to pinpoint friction process steps.
• Prioritizing and executing projects that deliver measurable uplift in customer experience in line with the overall CXCG strategy.
• Applying DMAIC, DMADV, or DFSS frameworks to address process gaps and redesign critical journeys.
• Defining, monitoring, and optimizing KPIs, SLAs, DPMO, Sigma Levels, and process cycle efficiency.
• Partnering with business units and supporting cross-functional teams to embed control measures and provide enhancements in redesigned processes (As-is vs. To-be).
• Facilitating Kaizen events, rapid improvement workshops, and Gemba walks with stakeholders.
• Conducting Lean Deployment and Sustain assessments as per framework to ensure long-term sustainability of Lean Culture.
• Translating complex analytical findings into clear, actionable recommendations for decision-makers.
• Tracking hard and soft benefits realization, ensuring process changes deliver long-term impact.
• Driving the implementation of visual SOPs across the bank and improving adoption for self-paced learning.
• Identifying any gaps in skills or knowledge that may be hindering performance and recommending relevant training to address these gaps and improve overall productivity.
• Leading and facilitating the governance framework by overseeing and improving organizational procedures and job functions.
• Reporting Lean projects key metrics and achievements for the Lean Kanban Dashboard.

Qualifications

• 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.
• 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.
• Familiarity with banking operations, retail/corporate banking products, and regulatory frameworks.
• Proficient use of MS Office, Miro, Azure, and data analytics tools in preparing dashboards and reports on projects.

Requirements

• Execute the scope of projects by analyzing existing procedures and recommending To-be proposals for improvement.
• Facilitate scrum in implementing approved recommendations, using agile delivery, issuing of revised instructions and process manuals.

Benefits

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