Strategy Implementation

  • Head of Quality Assurance responsible for driving Productivity, Efficiency and Quality by designing, developing and implementing a comprehensive Quality Model covering review and enhancements of related processes, policies, People & Systems. Design, document and communicate appropriate Quality Standards to support the Quality Model. Implementing Best practices, assigning Quality Targets for functional managers. Representing the organisation at various industry forums.

  • Support function heads with specific ‘Root Cause’ analysis and enhancement proposals where requested.

  • Review & assess all 3rd party relationships who have direct impact on the E2E client experience to ensure client quality.

  • Research, Apply and prepare the organisation for local / industry Quality Awards and Service rating / Bank Ratings

  • Member of Change Approval Board (CAB) responsible for ensuring any process, system or objective (strategic imperative) change initiatives are in line with the overall strategy of the organisation. Member of Risk & Governance Management Group (RCMG) responsible for approving the mandates within the risk appetite of the organization.

  • Established a Quality Assurance Model for covering end to end (E2E) Mortgage process, including evolving and defining ideology, methodology and governance framework. Set measurable targets for measuring Productivity, Efficiency and Quality in the E2E mortgage process

  • Spearheaded the process of defining Balanced Score Card for the organization. Defined KPIs for various score card perspectives.

  • Introduced visual controls and DPO tracking mechanisms throughout the E2E process

  • Identified the core USP to launch the company and established Operational Excellence and Client Service as the USP of the Company

  • Developed the strategic blue print for UK, US and Far East markets and presented to the Board of directors