Senior Manager - Business Process Re-engineering and Customer Experience | Real Estate | AFET

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

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.

What Equips you for the role: 

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 skills 
• Experience with CRM and Financial data systems
   

About Al-Futtaim Engineering & Technologies
Al-Futtaim Engineering & Technologies offers customers complete engineering and systems integration solutions. 
 
The Engineering arm operates in the UAE, Qatar, Saudi Arabia and Egypt providing a wide variety of products and services from air conditioning, scaffolding and access solutions, elevators and escalators, control and life safety, facilities management, building products, MEP, Energy Management, Technology Infrastructure and Digital Transformation. 
 
The Technologies division provides complete business solutions to large, medium and small customers that include, contact centre solutions, business applications, business intelligence, data management, advanced analytics amongst others. The IT infrastructure portfolio comprises IP telephony, ELV systems, networking solutions, professional audio-visual solutions and managed services. 
 
These solutions are further complemented by services that include project management, installation, testing, commissioning and after-sales maintenance contracts.