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Mashreq

We are Mashreq - Inspiring you to Rise Every Day

Manager – Lean Practice, Client Experience and Conduct

ManagerManagerFull TimeRemoteLeadTeam 1,001-5,000Since 1967H1B No SponsorCompany SiteLinkedIn

Location

India

Posted

60 days ago

Salary

0

Seniority

Lead

Bachelor Degree8 yrs expEnglishAzure

Job Description

Manager – Lean Practice, Client Experience and Conduct

Mashreq

• 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.

Job 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.

Benefits

  • Health insurance
  • Retirement plans
  • Professional development

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