Associate Manager - Corporate Excellence

Job Purpose:

To Implement Business Process Management system across Dubai Chamber, and execute business process reengineering and Improvements initiatives, and to support in implementing excellence awards, and corporate performance management framework, and organisational development (OD); and to align organisation and key business initiatives to Chamber’s and Dubai Government’s strategic objectives and guidelines.

KEY ACCOUNTABILITIES:

Services and Operations improvement

• Facilitate service and operation model, development opportunities for the continuous improvement of departmental services, systems, policies, processes and practices considering ‘international leading practices’ to improve productivity and operational efficiency as per 360 Dubai Model for service improvements.
• Develop annual service improvement plan, monitor execution and implementation, and share report per quarter.
• Support the development of Department’s services to meet business requirements.

Quality Management System like ISO certificates: 

• Support in maintaining ISO IMS (QHSE) Certification and required documentation.
• Support in the Internal QMS Audit Function including selection of internal audit team, training internal auditors, planning the annual internal and external audits in accordance with the ISO 9001 requirements, Leading and conducting the Internal and external QMS audits, communicating audit reports and findings to all the departments, support the departments to set their corrective actions (when needed), follow-up on the closure of all non-conformities with effective implementation collaboration with internal and external audit team and the Excellence Ambassadors.
• Support the departments in maintaining and acquiring new ISO certificates such as QHSE, Innovation, Governance, Business Continuity…etc. by ensuring compliance with regulatory requirements and relevant procedures and controls across the departments to fulfill ISO Standards.
• Manage close all AFI & corrective actions resulted from ISO Audits.
• Support ISO activities at all levels to ensure availability of corporate performance management system processes and results at all stages.
• Document control/coding for all organizational documents as per ISO Standard requirements.

Business Processes Management

• To support in the business process management function including process mapping and improving existing processes, supporting departments in developing their new processes, and other related activities.
• Facilitate process workflow modeling in order to collaborate on process improvements, automation capabilities and clearly defined end-to-end use cases.
• Review information and trends to ensure that the output of processes are achieving the desired results and that services are meeting agreed upon service levels
• Conduct maturity assessments against the process activities to highlight areas of improvement or concerns
• Provide critical input to support the development of Department’s systems, policies, processes, and procedures to meet business requirements.
• Ensure compliance with all DCs policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.

Corporate Performance Management

• Support in the full cycle implementation activities with regards to SLAs (Service Level Agreements), benchmarking with government bodies, and participation to local and international award giving bodies.
• Responsible for creating a framework for periodic reporting and identification for areas of improvement in operational performance parameters.
• Follow-up on corrective actions related to SLA, and ensure it is modified and updated when and if needed

Dubai Government Excellence Programs - DGEP

• To support Dubai Chambers in the DGEP awards preparations like self-assessment, improvement plans, supporting departments based on leading practices and DGEP requirements, submission of results.
• Follow up on corrective actions and develop report to top management per quarter, and steering committee

Qualifications and Experience:

Minimum Qualification

• Bachelor’s Degree in Industrial Engineering, Business Administration or other relevant field. 
• Certified Internal ISO 9001:2000/2008 Auditor is preferable
• Certified Internal ISO 22301:2000/2008 Auditor is preferable
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Minimum Experience and Skills

• 4 – 5 years of progressive experience
• Established knowledge of various aspects of corporate performance management, business process reengineering, quality management systems, etc.
• Knowledge of diverse business processes in a wide range of industries.
• Develop and design documents including training manuals, process outlines, flowcharts and implementation procedures.
• Strong project management and analytical skills
• Ability to influence different levels within the organisation
• Industry experience in a similar role is preferable
• Good Knowledge of the EFQM Business Excellence Model or any of the similar Models used in the UAE, e.g. DGEP, DQA, SKEA
• Proficiency in both Arabic and English

Competencies:

• Business Process Management
• Business Process Reengineering
• Strategic & Corporate Performance Management
• Quality Management
• Organizational Awareness
• Internal Audit
• Consulting & Advising