About the Role
The purpose of this role is to implement the Business Process Management system across the company, execute business process reengineering and improvement initiatives, and support in implementing excellence awards, the corporate performance management framework, and organizational development (OD). The goal is to align the organization and key business initiatives with the Chamber’s and Dubai Government’s strategic objectives and guidelines.
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Key Accountabilities
Services and Operations Improvement
- Facilitate service and operation model development opportunities for the continuous improvement of departmental services, systems, policies, processes and practices, considering international leading practices, to improve productivity and operational efficiency as per the 360 Dubai Model for service improvements.
- Develop the annual service improvement plan, monitor execution and implementation, and share a report each quarter.
- Support the development of the Department’s services to meet business requirements.
Quality Management System (ISO Certifications)
- Support in maintaining the ISO IMS (QHSE) certification and required documentation.
- Support the Internal QMS Audit function, including selecting the internal audit team, training internal auditors, planning the annual internal and external audits in accordance with ISO 9001 requirements, leading and conducting internal and external QMS audits, communicating audit reports and findings to all departments, supporting departments in setting corrective actions (when needed), and following up on the closure of all non-conformities in collaboration with the internal and external audit teams and the Excellence Ambassadors.
- Support departments in maintaining and acquiring new ISO certificates such as QHSE, Innovation, Governance and Business Continuity, by ensuring compliance with regulatory requirements and relevant procedures and controls across departments to fulfil ISO standards.
- Manage and close all AFIs and corrective actions resulting from ISO audits.
- Support ISO activities at all levels to ensure the availability of corporate performance management system processes and results at all stages.
- Maintain document control and coding for all organizational documents as per ISO standard requirements.
Business Process Management
- Support the business process management function, including process mapping and improving existing processes, supporting departments in developing new processes, and other related activities.
- Facilitate process workflow modeling to collaborate on process improvements, automation capabilities and clearly defined end-to-end use cases.
- Review information and trends to ensure that process outputs achieve the desired results and that services meet agreed service levels.
- Conduct maturity assessments against process activities to highlight areas of improvement or concern.
- Provide critical input to support the development of the Department’s systems, policies, processes and procedures to meet business requirements.
- Ensure compliance with all the company policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.
Corporate Performance Management
- Support the full-cycle implementation of SLAs (Service Level Agreements), benchmarking with government bodies, and participation in local and international award-giving bodies.
- Create a framework for periodic reporting and for identifying areas of improvement in operational performance parameters.
- Follow up on corrective actions related to SLAs, and ensure SLAs are modified and updated when needed.
Dubai Government Excellence Programs (DGEP)
- Support the company in DGEP award preparations, including self-assessment, improvement plans, supporting departments based on leading practices and DGEP requirements, and submission of results.
- Follow up on corrective actions and develop a quarterly report to top management and the steering committee.
Qualification & Experience
Minimum Qualification
- Bachelor’s degree in Industrial Engineering, Business Administration or another relevant field.
- Certified Internal ISO 9001 Auditor is preferable.
- Certified Internal ISO 22301 Auditor is preferable.
Minimum Experience and Skills
- 4–5 years of progressive experience.
- Established knowledge of various aspects of corporate performance management, business process reengineering, quality management systems, etc.
- Knowledge of diverse business processes in a wide range of industries.
- Ability to develop and design documents including training manuals, process outlines, flowcharts and implementation procedures.
- Strong project management and analytical skills.
- Ability to influence different levels within the organization.
- Industry experience in a similar role is preferable.
- Good knowledge of the EFQM Business Excellence Model or similar models used in the UAE, e.g. DGEP, DQA, SKEA.
- Proficiency in both Arabic and English.
Competencies
- Business Process Management
- Business Process Reengineering
- Strategic & Corporate Performance Management
- Quality Management
- Organizational Awareness
- Internal Audit
- Consulting & Advising
