Senior Analyst – Deviation Management & Continuous Improvement

About the role

We are seeking a talented and driven Sr. Analyst to join our team and play a vital role in maintaining the highest standards of service quality within the Etisalat Technology Department. The role involves validating processes, driving continuous improvement initiatives, managing deviations, and enhancing overall operational performance.

Key responsibilities

• Validate process performance dashboards and conduct internal audits to ensure procedural efficiency and control effectiveness.
• Develop and implement cross‑functional policies, processes, procedures, and guidelines to strengthen operational governance.
• Identify and manage deviations from established processes, ensuring timely resolution and alignment with organizational standards.
• Lead continuous improvement initiatives to enhance process performance and organizational efficiency.
• Conduct awareness sessions for stakeholders on newly developed policies and processes.
• Define and agree on SLAs and KPIs with stakeholders to measure and improve process performance.
• Prepare monthly performance reports, analyzing key metrics and proposing actionable solutions.
• Perform audit procedures to verify adherence to quality management system procedures without deviations.
• Monitor and report the progress of improvement projects and address process gaps.
• Create a library of lessons learned from improvement projects and facilitate access to information for various teams.

Required profile

• Bachelor’s degree in Engineering.
• Minimum of 3 years of experience in Quality Management, Performance Management, Internal Auditing, Operational Governance, or Continuous Improvement.