Job Description

:
.Customer Quality & Experience Management

• Gather and analyse customer feedback from CS surveys and Mystery Shopping reports. Present actionable insights to AWR - A business unit heads to enhance customer experience.
• Conduct periodic performance review sessions with AWR - A business unit heads to track the progress of CQ initiatives.
• Periodically monitor and report on Voice of Customer data from internal and OEM surveys, identifying critical areas that require attention.
• Act as the primary contact for Mystery Shopping Programs, such as the Dubai Chambers Service Excellence Program, ensuring timely sharing of audit reports, identification of focus areas, and initiation of corrective measures.

Driving Quality & Excellence Recognition - Corporate Image & Reputation

• Support organization in implementing Excellence models such as EFQM, MRM Business Award, SKEA Award, OEM Excellence Program, etc.

Compliance Management

• Ensure the ongoing adherence to OEM-related standards and external compliance (ISO) across AWR-A group companies.
• Collaborate with business units to implement corrective measures based on findings from ISO audits.
• Establish and drive risk mitigation plans by monitoring KPIs through the BSC in collaboration with GIA.
• Coordinate with GIA to assist AWR-A business units in updating and following up on Business Continuity Plans.

Business Process Management * implementation of business process management across AWR-A and other departments, including process definition, documentation, and gap analysis using the MEGA Enterprise Architecture system.

• Engage with stakeholders to gather requirements, understand challenges, and ensure that processes align with business goals.
• Work with GIA to ensure all processes adhere to compliance requirements.

Key responsibilities: * Implement ISO compliance standards and excellence models within the organization.

• Oversee process documentation across AWR Automotive to assist in organization hierarchy planning and restructuring.
• Conduct OEM related internal quality assessments and follow up on recommendations.
• Evaluate internal and external CS performance results on a monthly/quarterly and identify focus areas of improvement and recommendations.

Facilitate with business departments on developing and mapping new process flows and organization hierarchy charts.
Qualification:
Bachelor's degree in business management / operations required. Master's Degree preferred.
All or either of the following certifications:
Enterprise architecture certification
Six Sigma certification
Project Management Certification
ISO internal auditor certification
EFQM assessor certification
Communication skills:
Strong interpersonal and communications skills
Good internal and external communication skills
Good working knowledge of communication planning, communication channels and public relations
Competencies:
Proficiency in Microsoft Office tools
Enterprise architecture tools, Business Process Modelling & Notation tools
Excellent knowledge in EFQM excellence model
Six sigma / Business process re-engineering knowledge.

Skills Required