Manager, Process Excellence (Emiratised Role) - Dubai

About the role

This is an Emiratised role for a Manager, Process Excellence based in Dubai. The position covers governance, compliance, risk and audit support, customer experience reporting and data analysis, and leads the implementation of functional strategy and transformation initiatives. It requires a minimum of 5-10 years of experience.

Key responsibilities

• Implement governance frameworks, policies and standards and ensure consistent application across customer experience processes
• Review business SOPs, turnaround times and SLAs, and escalate non-compliance issues with recommended corrective actions
• Monitor compliance with CX policies and regulatory requirements, and prepare governance reports and dashboards for Group Internal Audit, regulators and senior management
• Conduct risk assessments, root cause analysis of recurring complaints and quality assurance, and drive corrective action plans
• Develop and implement the functional strategy, redesign key customer processes and lead transformation initiatives
• Design service standards and KPIs, train and coach employees, and foster a customer-centric culture
• Collect and analyse customer feedback from call centres, online comments and social media, and benchmark customer analytics techniques
• Manage change, oversee vendor delivery and report project progress and risks to management

Required profile

• Bachelor's degree
• 5-10 years of experience
• Works within Group policies and has decision-making authority under the approved authorization matrix