Manager Service Design & Process Re-engineering
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Key skills for this role
About the Role
Network International seeks a Manager of Service Design & Process Re-engineering to map, analyze, and redesign payment operations processes in Abu Dhabi. The role focuses on improving efficiency, customer experience, and regulatory compliance through service design and automation.
Key Skills for This Role
Responsibilities
- Map and document customer facing and internal operational processes using service design methodologies and human centred design principles
- Conduct detailed analysis of payment journeys across acquiring and issuing to identify pain points, inefficiencies, and automation opportunities
- Design and document target state processes that embed risk, control, and regulatory requirements aligned to scheme rules
- Develop and maintain service blueprints, process maps, and standard operating procedures for assigned workflows
- Support RPA and automation initiatives by identifying and documenting process candidates for technology enabled transformation
- Contribute to lean operating model design that supports growth, scalability, and volume expansion
- Facilitate workshops with Operations, Technology, and Risk stakeholders to gather requirements and validate proposed designs
- Track and report on process improvement outcomes including turnaround times, exception rates, and efficiency gains
Requirements
- 5+ years in service design, process improvement, or business process reengineering within financial services or payments
- Hands on experience with process mapping, service blueprinting, and documentation tools (e.g., Visio, Miro, Figma)
- Understanding of payment operations (acquiring, issuing, settlement) and associated regulatory environments
- Familiarity with Lean, Six Sigma, or equivalent process improvement frameworks
- Exposure to automation and RPA concepts with ability to identify process candidates for technology solutions
Full Job Posting
About Us
- Network International is the largest Financial Technology company in Middle East and Africa, providing services in more than 50 countries.
Role Purpose
- Execute service design and process reengineering initiatives within the Service Design & Process Reengineering team. Responsible for mapping, analysing, and redesigning payment operations processes to deliver measurable improvements in efficiency, customer experience, and regulatory compliance, whil
Key Responsibilities
- Map and document customer‑facing and internal operational processes using service design methodologies and human‑centred design principles
- Conduct detailed analysis of payment journeys across acquiring and issuing to identify pain points, inefficiencies, and automation opportunities
- Design and document target‑state processes that embed risk, control, and regulatory requirements aligned to scheme rules
- Develop and maintain service blueprints, process maps, and standard operating procedures for assigned workflows
- Support RPA and automation initiatives by identifying and documenting process candidates for technology‑enabled transformation
- Contribute to lean operating model design that supports growth, scalability, and volume expansion
- Facilitate workshops with Operations, Technology, and Risk stakeholders to gather requirements and validate proposed designs
- Track and report on process improvement outcomes including turnaround times, exception rates, and efficiency gains
Qualifications & Experience
- 5+ years in service design, process improvement, or business process reengineering within financial services or payments
- Hands‑on experience with process mapping, service blueprinting, and documentation tools (e.g., Visio, Miro, Figma)
- Understanding of payment operations (acquiring, issuing, settlement) and associated regulatory environments
- Familiarity with Lean, Six Sigma, or equivalent process improvement frameworks; certification a plus
- Exposure to automation and RPA concepts with the ability to identify process candidates for technology solutions
Key Competencies
- Strong analytical and problem‑solving skills with attention to detail
- Clear visual communication and ability to translate complex processes into actionable designs
- Collaborative and comfortable facilitating cross‑functional workshops
- Customer‑centric mindset with empathy for merchant, partner, and cardholder experiences
- Detail‑oriented with strong documentation standards and a continuous improvement mindset
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