Process Excellence Manager

2 weeks ago


Dubai, United Arab Emirates Al-Futtaim Full time

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

**Overview of the role**:
Work in collaboration with brands performance teams, process owners and COE teams to analyse, review, gaps reporting, measure/tracking omnichannel KPIs on end-to-end business process and systems in AFA. A key owner with an automotive business acumen, to ensure all/any system, processes and changes are followed amongst AFA brands as per the standard operational guidelines with due diligence and zero negligence.

**What you will do**:
Business Process
- Work with power user community and process owners in brands to conduct regular/on-going current end-to-end process reviews as per the “Process Adherence” compliance
- Identify, document, and communicate findings on process deviation amongst brands, location, and region to stakeholders
- Formulate short and medium process improvements plans and align brands for implementation and reinforcement to optimize customer verbatims collected during NPS/CSV
- Review mystery shopping scores and escalate recurring process differences to performance and process owners
- Managing the omnichannel touchpoints improvements the business processes are continuously reviewed, modified, and aligned to AFA best practices
- Work with central business process teams to update existing and create new business process in IBM blue work tool
- End user business tools for eLearning (uPerform) is updated for any/all time training reference on new/enriched changes
- Regular review and update of business process SOPs aligned with new/enriched changes in system and AFA frontend processes
- Self-training on new system features and enhancements to reinforce new developments for end user productivity improvements
- Capture and report performance and quality metrics around processes

Digital Product Implementation
- Participate in system UAT-User Acceptance Testing for the implementation of all new/enhanced changes in C4C and all related systems impacting end user touchpoints in customer journey
- Prepare scripts/scenarios as per business user stories to confirm UAT results
- Coordinate and work closely with EIT team to deliver/implement a system change and end user execution
- SAP C4C, S/4 HANA, e-Commerce, CRM and digital platforms hands on knowledge to deliver solution effectively to end users in business

C4C User, authorization, and service request Management
- Review C4C user logins data and report on long time inactive users
- Create change request after approval from head of omnichannel for any new feature assessment and plan
- Review, approve all business authorizations request for user access and maintain log for monthly audit
- Liaise amongst departments for on time approval of change request and development work initiation

Project and Change Management
- Contribute to the preparation of Business requirement documents (BRD)
- Conduct impact analysis, assess change readiness
- Integrate change management plan in digital product implementation of a new feature or enhancement to the existing one
- Align activities with digital product/platform implementation

**Required Skills to be successful**:

- Stakeholder management
- Good listener
- SOP - stander operating procedure
- Creating map process using any tools
- Automotive background
- PowerPoint presentation
- SAP user

**About the Team**:
The role will report to the Head of Omni Channel Change Management. You will be working in a dynamic and busy environment wherein you will be dealing directly with different Stakeholders across the organization.

**What equips you for the role**:

- This role is a prominent position and demanding 5+ years of functional business process management (BPM) projects/activities and Operational excellence in automotive sales, service & parts
- Recognized Certificates in Business Process Management (BPM) methodologies/techniques e.g. Six Sigma, Lean manufacturing, etc.
- Strong Communication, excellent power point presentation and storytelling skills with automotive business understanding
- Proficiency in Microsoft Office-Word, excel, Teams, power point, SAP C4C, S/4Hana
- Prior experience in manag



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