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Process Excellence Manager

1.00 to 10.00 Years   Dubai, United Arab Emirates   08 May, 2023
Al Futtaim Group
1 Jobs Openings
Job LocationDubai, United Arab Emirates
EducationNot Mentioned
SalaryNot Mentioned
IndustryAccounting
Functional AreaNot Mentioned

Job Description

Process Excellence Manager | Al Futtaim Automotive | Customer CentricityOverview 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.ÿÿWhat you will do:Business Processÿ

  • 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 practicesÿ
  • 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 changesÿ
  • 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
  • ÿ
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
  • ÿ
C4C User, authorization, and service request Management
  • Review C4C user logins data and report on long time inactive usersÿ
  • 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 auditÿ
  • Liaise amongst departments for on time approval of change request and development work initiation
  • ÿ
Project and Change Managementÿ
  • 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

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