Senior Lead - Systems and Projects

The Retail Credit Operations (RCS) unit manages the entire process for specific retail products offered by EmiratesNBD / Emirates Islamic Bank.br>

Products Handled: Personal Finance, Auto Finance, Home Finance Operations, and Credit Cards.br>

Core Activities: Dedupe (duplicate checks), Underwriting, Tele- and Field verification, Vehicle LPO issuance (Local Purchase Order), Disbursal (fund release), Property Registration, and After Sales transactions.br>

Function: The unit acts as a central hub for receiving and processing all Retail Finance and Card applications sourced from various channels, including Branches, Sales, Elite Team, Priority Banking, and Call centers.br>

While the Operations team is responsible for the delivery of services, there are required enablers for RCS, which calls to build a functional strategy based on the Group agenda, managing and leading tech-ops projects, driving customer experience through collaborating with multiple teams, consulting the organization using best practices and evolving technology components, and instilling a culture of excellence in delivering the business outcomes by the units.

This role sits at the intersection of Business Operations and Technology, a strategic, high-level role responsible for managing the end-to-end lifecycle of technology-driven initiatives aimed at enhancing operational efficiency, reducing risks, and improving customer experience. ensuring that system upgrades, new product launches, or digital transformations align with business goals and regulatory requirements.

The individual in this role will ensure the effective operation of all systems related to credit processing, including loan origination systems, decision management systems, credit scoring models, and risk assessment tools.

This position has a direct impact on customer experience, risk outcomes, regulatory compliance, and operational resilience across the entire organization.

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Identify, prioritize, and implement system enhancements that streamline back-office operations, improve user experience, and boost efficiencybr>

Act as a lead change agent, driving adoption of new technologies across RCS operations and overcoming resistancebr>

Analyze existing operational workflows to identify bottlenecks and implement system changes that better serve RCS operationsbr>

Conduct in-depth analyses and utilize GenAI capabilities, machine learning models, and optical character recognition (OCR) workflows.br>

Carry out gap analyses, redesign workflows, and develop detailed end-to-end process maps to reduce friction in RCSbr>

Create and oversee project plans, timelines, budgets, and resource allocation, while actively identifying and addressing project risks to ensure high-quality outcomes.br>

Track STP rates, turnaround times, and error rates, offering suggestions for process enhancements to boost overall efficiency.br>

Perform UAT testing and sign off for new technology solutions

What are we looking for:

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Minimum 8-12 years of relevant banking experience in process excellence, automation or Transformation.

With at least 3- 5 years in designing processes and/or customer journeys.br>

Exposure in Implementation/ working on AI Models/Gen AIbr>

Exceptional problem solving and analytical thinking (quant and quality)br>

Exceptional relationship and conflict managementbr>

Exceptional communication and senior stakeholder management skillsbr>

Proven team and project management skillsbr>

Strong understanding of Gen AI /Agentic AIbr>

Proven ability to lead, plan and manage change/projects in organizations