Operations and Process Improvement Specialist

Job SummaryProviding centralised control of all strategic operational & IT activities of Sadara to meet all business requirements Collection, dissemination and control of management information and preparation of critical presentations for management key resource for MIS, Performance management data extraction, analysis & reports. Ownership and control of Sadara Performance/KPI exercises, preparing lists, follow ups. Central hub for premium banking team to manage requests from all channelsKey AccountabilitiesManagement Information Systems (MIS) Maintain and enhance CRM dashboards tailored for multiple job roles (RM, SRM, Team Leader, and Leadership).

Analyze Sadara dashboard data and submit periodic variance reports to ensure data accuracy and integrity. Generate CRM call reports and manage their distribution and follow-ups to maintain key client contact strategies. Manage centralized staff data, ensuring timely updates and accuracy. Collect and centralize monthly MIS data in collaboration with relevant teams. Administer and manage role-based system access for Sadara team members. Oversee shared drive regularization to support efficient file management. Business Continuity & Operational Support Independently manage BCP-related initiatives, including annual call tree exercises. Support Directors across ongoing Premium Banking projects, liaising with cross-functional teams.

Coordinate distribution of event-related gifts and tickets for Director’s office clients. Performance Management Compile and monitor weekly RM KPIs and performance data for mid-year/year-end assessments. Disseminate Sadara targets and incentive frameworks to frontline staff. Develop comprehensive performance scorecards and reports for appraisal reviews. Prepare dynamic presentations and reports using PowerPoint and Power BI for senior management. Track and analyze general staff performance against defined benchmarks. Other AccountabilitiesReporting & Compliance: Produce accurate departmental reports in line with organizational policies and timelines. Conduct periodic IAM (Identity Access Management) reviews with IT stakeholders.

Ensure operational SLAs and compliance protocols are up to date and enforced. Training & Onboarding Lead training uploads and coordinate structured onboarding for new staff. Train new joiners on core systems (CRM, Equation, FT Smart, DSM, Cognos, Sadara Dashboard). Coordinate issuance of IT and bank collaterals and arrange system access through stakeholders. Manage familiarization sessions and provide team-wide application support. Liaise with HR on all Sadara staff-related matters, including leave planning, KPI reviews, and PIPs. Strategic Insights & Continuous Improvement Analyze product-wise penetration and staff-level performance data for strategic planning. Identify team strengths and weaknesses based on portfolio performance insights.

Recommend process improvements and maintain updated SOP documentation. Coordinate with facilities management to maintain the aesthetic and functional design of Premium lounges. Health, Safety & Environment (HSE) Ensure adherence to all quality, health, safety, and environmental policies and procedures across operations.

Key InteractionsCompetenciesAccount Management Adaptability/Flexibility Customer Focus Customer Service Decision Making/Judgment Job Knowledge Managing Conflict Meeting Management People Development Productivity Quality Results Focus Sales Goals Sales Organization Sales Skills Sales Team Support Self Development Strategic Thinking/Management Team Leadership Technical Skills Territory Management Vision and Values SkillsAbility to interact with internal and external stakeholders in a multi-cultural environment ATM Knowledge Auditing Auditing Bank Checks Bank Computer Systems Bank Operations Bank Operations Bank Policies and Procedures Bank Policies and Procedures Bank Policies and Procedures Bill Payment Procedures Bond Services Branch Management Budgeting Building and Managing Teams Cash Drawer Balancing Cashiers Checks Certificates of Deposit Certification in Anti money laundering (CAMS certification) Check Cashing Procedures Checking Accounts Checking Accounts Closing Procedures Consumer Lending Credit Card Accounts Customer Conflict Management Customer Contact Management Customer Focus Customer Relationship Management Customer Service Customer Service Customer Service Customer Service Customer Service Orientation Customer Surveys Data Entry Deposits and Withdrawals Direct Customer Interface Due Diligence Escalation Procedures Escrow Services Extensive knowledge of the banking sector in Qatar and the region Financial Analysis Financial Consulting Financial Product Knowledge Financial Products Financial Products Foreign Exchange Foreign Exchange Functional Management Holiday and Vacation Clubs In-depth knowledge of cheque processing Insurance Knowledge Interpersonal Relations Issues Management Knowledge of AML/ CFT process and KYC regulations Knowledge of Retail Banking Industry and branch banking Leadership Listening Loan Management Loan Payment Procedures Loan Processing Mutual Funds Negotiating New Accounts Night and Mail Deposit Procedures Online Banking Online Banking Online Banking Oral/Written Communications People Management Performance Management Personal Banking Planning Private Client Services Problem Solving Problem Tracking Tools Product/Service Knowledge Recruitment Regulatory Compliance Regulatory Compliance Regulatory Compliance Relationship Management Relationship Management Resource Management Risk Analysis Risk Management Safe-Deposit Box Procedures Salesmanship Salesmanship Savings Accounts Savings Accounts Security Procedures Security Procedures Series E Bonds Service Culture Creation Service Level Agreements Strategic Planning Teller Computer Systems Travelers Checks Vault Procedures EducationBachelor’s Degree, preferably in Business-related major