Process Excellence Manager

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:

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. 

What you will do:

Business Process 

• 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 practices
• 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 changes
• 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

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

C4C User, authorization, and service request Management

• Review C4C user logins data and report on long time inactive users
• 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 audit
• Liaise amongst departments for on time approval of change request and development work initiation
  Project and Change Management 
• 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

Required Skills to be successful:

• Stakeholder management
• Good listener
• SOP - stander operating procedure
• Creating map process using any tools
• Automotive background
• PowerPoint presentation
• SAP user

About the Team:

The role will report to the Head of Omni Channel Change Management. You will be working in a dynamic and busy environment wherein you will be dealing directly with different Stakeholders across the organization.

What equips you for the role:

• This role is a prominent position and demanding 5+ years of functional business process management (BPM) projects/activities and Operational excellence in automotive sales, service & parts
• Recognized Certificates in Business Process Management (BPM) methodologies/techniques e.g. Six Sigma, Lean manufacturing, etc.
• Strong Communication, excellent power point presentation and storytelling skills with automotive business understanding
• Proficiency in Microsoft Office-Word, excel, Teams, power point, SAP C4C, S/4Hana
• Prior experience in managing the relationship with Sales, service, parts business on customer data for end-to-end processes
• Ability to deliver work on-time with a “get things done” approach, go getter and self-driven
• Excellent business writing skills
• Deep knowledge of the products and services ranging from automotive sales, service and parts offered to a wide array of customers.
• Strong analytical skills & problem-solving capabilities.
• Proven track record in project management and coordination
• Detail oriented and well organized, attentiveness to detail
   

About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences. 
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.