About the job

Transguard Workforce Solutions is the UAE’s leading provider of unique and innovative HR solutions. With a decade of experience in the region and a team that possesses extensive knowledge of the market, we provide a fully integrated HR solution.We are currently recruiting for an Transformation Portfolio Lead - Service Transformation for our client to be based out of their Dubai office.

Job PurposeThis role will be responsible for the management, business analysis, and oversight of the Service Transformation Portfolio, covering initiatives across the Personal Banking Group (PBG), Wholesale Banking Group (WBG), and the contact centre, as well as oversight of initiatives focused on embedding a service transformation mindset.

• Key ResponsibilitiesOversee the management, business analysis, and oversight of the service transformation portfolio, ensuring initiatives across PBG, WBG, and the contact centre are effectively executed and aligned with the strategic objective.
• Drive the embedding of a service transformation mindset across the organization, focusing on delivering differentiated services to private and elite customers in PBG, priority customers in WBG, and enhancing customer experience in the contact centre.
• Manage a portfolio of multiple projects, overseeing their interdependencies, resourcing, and any proposed changes that may affect project priorities.
• Establish and maintain effective working relationships with all senior business unit stakeholders, including Group Heads and external vendors, ensuring effective portfolio communications.
• Identify resourcing needs in line with the portfolio plan and facilitate Steering Committees with Executive Committee membership to ensure strategically important changes remain on track for delivery.
• Manage senior stakeholders in uncovering and resolving potential conflicts or disagreements about project priorities.
• Ensure accuracy of project charters, business requirement documents, and project reviews.
• Oversee the translation of business analysis, requirements definition, and business case production into practical implementation.
• Design effective strategies to ensure change adoption, including training and communications.
• Provide coaching and guidance to the respective business units or departments to enhance the effectiveness of project and change management and support governance within the business units or departments.
• Ensure access to sensitive information pertaining to the Bank, and ongoing and future projects are maintained in strict confidence.
• Comply with the latest guidelines of the Central Bank of UAE.
• Contribute to successful internal audits and ensure timely closure of audit points through realignment of procedures.
• Report on project updates, their interdependencies, resourcing challenges, and any proposed changes which may affect project priorities on a weekly, monthly, and quarterly basis.
• Consult on business cases, UAT strategies, and risk/compliance-related initiatives undertaken by the business units, advising Group Heads and direct reports on the same.
• Manage consulting RFPs for specific business units and ensure the realization of the value stated in business cases.

• EXPERIENCE & ACADEMIC QUALIFICATIONMinimum 8 years of banking experience
• Preferably 10+ years of relevant experience in projects / change management; within financial institutions
• Excellent communication skills
• Excellent understanding of project management fundamentals (Prince2/PMP certification is a plus)
• Hands-on knowledge and experience executing and managing complex cross functional support and control groups banking projects
• Excellent organizational and time management skills
• Able to multi-task and work under stress in a fast-paced environment
• Analytical and detail-oriented.

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