About the Role
The job holder is responsible for guiding the quality assurance and revenue assurance strategic plan, initiatives, projects, objectives, and KPIs. This role involves developing revenue and quality assurance policies, procedures, guidelines, manuals, and forms, while also building communication processes with relevant stakeholders. The individual will monitor and evaluate QA inspections and revenue assurance reviews, re-engineer current processes by automating related services, and provide guidance and support for corrective actions in line with the company's overall objectives and quality standards.
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Job Responsibilities
- Contribute to the development of the Monitoring & QA business plan ensuring alignment with the company's strategy
- Develop the operational plan for Quality Assurance in line with the Monitoring & QA business plan and Operations strategic plan
- Discuss Service Quality Assurance budgeting requirements with top management and provide input to the budgeting process
- Ensure effective utilization of the Quality Assurance budget and report accurately on progress made and challenges encountered
- Research/benchmark best practice models to improve and enhance the current situation
- Develop and update Quality Assurance policies, procedures, guidelines, manuals, assessment plans, and forms to ensure uniform implementation of the company's objectives and strategic goals
- Build and maintain communication processes, protocols, and procedures to facilitate interaction between Quality Assurance and Operations Development functions and relevant stakeholders to facilitate corrective action plans’ implementation
- Conduct impact studies, scenario analysis, and simulations following global, local managerial, and legal changes to measure financial impact on the company's revenues and operations
- Monitor scheduled and unscheduled QA inspections and assessment plans, analyze performance data to identify leakage, control challenges, and possible operational change opportunities, and develop reports underlining potential future risks and gaps
- Assist senior management and financial committee in forecasting tax and customs revenues and related budgets, monitor revenue collections across the company's revenue sources and assess the level of collection against defined KPIs
- Ensure the re-engineering of current processes by providing best practices of automated services
- Direct the development and implementation of oversight controls on business operations, processes, and procedures to ensure adequate implementation of standards and safeguard the company's revenues
- Review the analysis of internal and external stakeholders’ reports (Internal Audit, Risk, Compliance, Nazaha, Diwan, etc.) to highlight disparities and ensure communication with relevant operations’ units
- Monitor QA operations’ assessments (technical, operational, cross-functional, etc.) to identify additional inefficiencies and provide advice for improvements
- Monitor complaints’ root cause analysis and related investigations and collaborate with internal functions for the development of corrective actions
- Review and evaluate periodical performance reports, identify gaps and improvement areas, and report back to relevant stakeholders
- Follow up on updates in the regulatory, social, and economic environment to assess impact on the company's revenues and operations and dispatch observations and analysis to relevant stakeholders
- Participate in the identification and recruitment of key talent
- Guide, mentor, and support direct reports in order to execute duties according to set policies and processes
Education
- Bachelor’s degree in Business Administration or equivalent is required
- Master’s degree in Business Administration or equivalent is preferred
Experience
- An optimal of 8 years of relevant experience, with at least 3 years of experience at the managerial level preferred
Competencies
- Strategic and Business Planning - Advanced
- Quality Management - Advanced
- Policy Making - Advanced
- Data Analytics - Advanced
- Business Excellence - Advanced
- Change Management - Advanced
- Professionalism - Proficient
- Collaboration and Communication - Proficient
- Results Oriented - Proficient
- Customer Focus - Proficient
- Enablement of Change and Innovation - Proficient
- Leading by Example - Proficient
- Strategic Thinking - Developing
- Operational Excellence - Developing
- Develop Teams - Proficient
