Process Excellence Manager | Al Futtaim Automotive | Customer Centricity

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 \xe2\x80\x9cProcess Adherence\xe2\x80\x9d 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

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