Head of Operational Quality | Al Futtaim Automotive | Operations Performance & Planning

Overview of the role:

This role reports to the GM \xe2\x80\x93 Operational Performance within the wider Business Operations function of Al Futtaim Automotive. The role holder will be accountable for creating a suite of standards for Al Futtaim Automotive and managing a team to ensure the maintenance of such standards across central teams, our brands, markets and branch operations, whilst in parallel rigorously assessing our processes and ways of working to identify and unlock efficiency and value.

What you will do:

Operating Standards

• Define and manage consistent operating standards across Al Futtaim Automotive covering central functions and our network of dealerships in the UAE and international markets
• Define and manage checks and measures processes for ensuring adherence to operating standards and creating tooling/ approaches to lower the barrier to adherence and make it easier for our people to be successful
• Assess and onboard agency to support in the creation and refreshes of operating standards moving forward

Brand/Market Standards

• Be the central (and neutral) point of co-ordination to ensure that best practice is shared and experiences are optimized across the markets and brands
• Review and assess OEM directives and standards mandates (in conjunction with Managing Directors) to understand what is required for operating standards

o Does not extend to network strategy and/or CI standards

Operational Processes & SOPs

• Create overarching framework for how operating processes are captured, reviewed and deployed, creating an efficient delivery pipeline that engages people throughout each stage to drive buy in and accountability
• Oversee routine reviews on organizational RACI across Al Futtaim Automotive teams and functions, ensuring that we have clarity on who is accountable for each step of the experience
• Manage Process Value Manager(s) in the review of processes and the identification of areas we can improve how we operate as a business:

o Identify efficiencies

o Remove waste and non fit for purpose process steps/activities

o Quantification and attribution of fiscal values to the work undertaken in process assessment

Training & Change Management

• Curate a programme to reinvigorate our people around operational change and high performance (Change Champion Network), enabling our people to actively contribute to ideation and be rewarded for contributing to business success via their ideas/efforts

o Including establishing the framework for way of working, interactions, accreditations/pathways, reward and steering/coaching

• Work with Al Futtaim Training Centre and trainers on a high performance programme for how we can accelerate the capability of our people
• Work with Al Futtaim Training Centre and trainers on a high performance programme for how we can reduce the barrier/skill level required to operate in our businesses and dealerships by encouraging pilots and deployments of better tools, process, checklists, bitesize training and ways of doing business.

Mystery Shop Programme

• Upgrade and optimize the existing Al Futtaim Mystery Shop programme (for new, used and aftersales)
• Upgrade and optimize the existing Al Futtaim NPS (Net Promoter Score) programme, including the establishment of effective used vehicle NPS tracking
• Create proposal and business case for \xe2\x80\x98back office\xe2\x80\x99 mystery shop activities (ie review of our central functions) to ensure we have visibility of the Al Futtaim Automotive end to end picture (Contact Centre, COE operations, Finance etc)

o With clear, data led output to enable change to happen

• Oversee and steer mystery shopping agency(ies) in the routine programme delivery, ensuring the most effective inputs and outputs for our spend

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