Specialist - Governance - Policies and Procedures

Job Purpose

To understand the purpose of the unit and the role within, let’s note that the mission of the GCOO Business Management function is to make the GCOO function an enabler of technology and state-of-art processing for our business lines to better serve existing and potential FAB customers, globally. Group Chief Operating Officer's Business Management department entails 6 critical functions:

1. FABRIC (FAB's Research and Innovation Center) for providing the innovation tools and instilling the innovation culture in the way FAB operates while spearheading the exploration for the cutting-edge tech in banking
2. Program Management for large transformational programs related to Group Tech and Group Operations
3. Business Process Reengineering for Process Optimization, Operations Support and group-wide Process Documentation
4. Shared Services governance and performance management for in/out-sourced centralized operational activities
5. Financial Performance tracking and reporting for all departments
6. GCOO strategy for steering tech and operations teams into the direction set by Group Strategy and aligning goals and team structures accordingly

The GCOO Business Process Management & Shared Services team is an aggregation of SME’s driving bank-wide Business Process Reengineering & Optimization continuum, increasing Digital Adoption & Automation footprints in our core processes, leading Shared Services Management & Governance efforts for the Bank (GBS Service Unit) & non-Bank (WNS) Offshore Service Centres, driving Process Centralization & Right-Shoring Mandates and managing group-wide Process Documentation & Policy Governance.

Group-wide Process Documentation & Policy Governance is vested with Group Policies & Procedures (GPP) team within GCOO Business Process Management & Shared Services team

Group Policies & Procedures (GPP)

Responsible for delivering on the strategic mandate for the Bank to develop and update uniform and high standard of procedure documentation across the bank excluding Subsidiaries & International locations; Provide subject matter expertise across all processes in the functional areas supported so as ensure deployment of optimal procedures for customer service enhancement and risk mitigation.

Job duties also include maintaining the comprehensive library of approved control documents for FAB’s UAE and International branch network, vetting document approvals furnished by control document owners and publishing the approved control documents in line with agreed protocols. Further, responsible for triggering control document renewals and following up with document owners for updates for the assigned business areas.

Key Accountabilities:

GPP team under “Business Process Management” unit within the “Business Process Management & Shared Services” department is accountable for delivering multifarious objectives namely:

Procedure Design & Development:

• Engage and collaborate with functional heads, agree on the priorities and schedules to update and maintain all policies and procedures on time and to the required standards
• Own and aptly manage the complete lifecycle of Procedure Development (create/ update/sign off’s/custodianship) of Bank wide procedures for all stakeholders – Senior Management, Control functions and end users excluding Subsidiaries & International locations
• Lead the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.
• Manage and ensure effective implementation of the framework, procedures and controls for updating of documentation while delivering a quality, cost-effective service.
• Provide subject matter expertise across all processes in the functional areas supported so as ensure deployment of optimal procedures for customer service enhancement and risk mitigation.

Central Repository Governance

• Build and foster strong relationships with internal partners for control document governance and publishing.
• Engage stakeholders across business, support and control functions to create the central repository of policies and standard operating procedures for FAB’s UAE and International Branch network.
• Develop the policy and SOP repository to cater to related regulatory requirements.
• Define version control framework for the assigned control documents, catalogue documents for the respective departments in the Bank.
• Design and implement effective tools and platform to host the control documents and maintain the repository.
• Seek guidance and direction from senior management on control documents’ governance aspects and devise appropriate tactical and strategic actions to align accordingly.
• Ensure timely tracking of document expiries by the GPP team and proactive liaising with document owners to update the control documents before expiry.
• Advocate and promote the use of control documents repository to internal staff.
• Thoroughly track MIS around document expiries; assess the status periodically with the GPP team, engage senior leadership appropriately and formulate action plans to fast track renewals of expired control documents.

Platform Development

• Deploy and ensure on-time upgrade of the GPP platform to aid faster access and better consumption of knowledge and adoption of necessary controls on the information repository.
• Manage and ensure effective implementation of the framework, procedures and controls for updating of documentation while delivering a quality, cost-effective service.

NAWC Secretary Role for the Team

• Engage Group Operational Risk Management team and the Corporate Governance team to launch the multiple NAWC committees for UAE and International Branch network.
• Liaise with the Chairpersons of the respective NAWC committees to agree the governing mechanism and rules of engagement of the NAWC committees.
• Engage N1, N2 leadership in the Bank to identify the NAWC committee members spanning business, support and control functions.
• Responsible for co-ordination with stakeholders for meetings of NAWC and circulation of relevant product information provided by the Product Sponsor.
• Provide the relevant information to the Secretary of Group Credit Committee or ALCO (as applicable) and Group Risk Committee for final approval and ratification of the product case. The Secretary of NAWC is additionally responsible for collation of feedback and documentation of the decisions/ action items.
• Responsible for maintaining the repository of all approved products (through NAWC forum), due dates of renewals, product expiry, etc.

Guidance on SOP Drafting

• Ensure that the GPP team:

(a) Provides high-level training and guidance to bank staff on request on documenting coherent standard operating procedures.

(b) Shares requisite SOP templates with bank staff to assist them in documenting SOPs in bank-mandated format.

(c) Guides the bank staff on SOP approval process spanning Gr. Operational Risk Management team, Fraud Risk & Investigations team and Group Customer Experience team.

Reporting

• Ensure that all department reports/MIS are prepared timely and accurately and meet the FAB requirements, policies and quality standards.

Strategic Contribution:

• Guide department staff to help them document coherent SOPs for their respective departments in Bank-mandated format

Operational Delivery

• Interact/ Co-ordinate with the department SME’s for the assigned portfolio to understand and clearly document the procedures within the agreed timelines and quality.
• Ensure all SOP’s are signed off by the relevant stakeholders as per the agreed approval matrix and any changes/comments are incorporated
• Maintain the central library of policies and SOPs across the bank.
• Provide guidance to bank staff on documenting coherent standard operating procedures for their respective units.
• Prepare MIS reports for senior management reporting

People Management

• Works collaboratively with cross-functional stakeholders to deliver on the strategic intent of the assigned role.

Requirements

An ideal candidate for the role has the following qualifications & experience:

Minimum Qualification:

• Minimum of bachelor’s degree from a recognized institute.
• Degree Preferences: Banking, Finance, Accounting, Business Administration

Minimum Experience:

Minimum of 4-6 years of experience in the banking industry of which minimum of 2 years should be in MIS function / repository management / project management / data management/ process design or process management

Specific Knowledge:

1. 3 to 5 years’ relevant experience in the banking sector with at least 2 years of relevant experience in documenting policies and procedures or process/change management initiatives.
2. Strong understanding of MIS functions, tools and best practices and banking processes.
3. High proficiency with standard computer software programs such as Microsoft Visio, Excel, Word, PowerPoint
4. Financial services industry experience is preferred
5. Able to build effective relationships with middle management business and support teams for the assigned business areas
6. Excellent written and verbal communication skills