Senior Manager - Business Process Re-engineering and Customer Experience

at  AlFuttaim

Job Requisition ID: 166967
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

MINIMUM QUALIFICATIONS, CERTIFICATION AND KNOWLEDGE:

• Degree/higher level qualification in business/operations/customer experience
• Strong analytical and problem-solving skills with the ability to translate business requirements into simplified solutions.
• Excellent communication and collaboration skills, with the ability to work effectively in a team environment.

MINIMUM EXPERIENCE:

• Minimum 10 years experience with Process re-engineering, Business transformation and/or Customer Experience

JOB-SPECIFIC SKILLS:

• Experience with Slice and dice and drill-down data analysis methodologies
• Data and Analytics experience and knowledge of how to determine trends from data
• Experience on NPS programs
• Excellent data and trend analysis skillsExperience with CRM and Financial data systems

OVERVIEW OF THE ROLE:

The individual would be required to perform “customer-centric” business process re-engineering. He/She would also be responsible to drive transformational change by implementing digitization and process automation across the business units.

WHAT YOU WILL DO:

• Design and implement customer centric journeys across business functions and customer touchpoints.
• Optimize complex operational processes to improve efficiency by leveraging data analytics, automation and process re-engineering techniques.
• Collaborate with cross-functional teams to understand process bottlenecks and pain points and simplify/re-engineer process in a customer centric and cost-efficient manner.
• Analysing and evaluating existing business processes with regards to compliance, productivity, quality, costs, and time management
• Overseeing all aspects related to the implementation stages of business process improvement initiatives.
• Analysing and monitoring implemented changes to business processes and adjusting as needed
• Presenting progress reports and integrating feedback
• Perform data analysis to resolve complex business problems by a thorough understanding of different business processes, stakeholders’ information needs and recommend possible outcomes.
• Drive operational and cost efficiencies by analyzing the data and sharing insights and identifying relatable actions for implementation.
• Implement NPS tracking across the business verticals to study customer loyalty and preferences.