Senior Executive & BPI & E Services

DP World; Dubai; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading logistics company in Dubai is seeking an individual to enhance business processes and customer satisfaction through innovation and effective CRM management. The ideal candidate will oversee audit compliance, improve processes, and coordinate with various stakeholders. Key responsibilities include system developments and UAT testing, requiring a collaborative approach to meet organisational goals. This role offers a significant impact on customer service and operational efficiency.

Responsibilities

• Review and update business processes to align with audit standards.
• Improve business processes through innovation and technology.
• Enhance CRM and all commercial processes for better customer service.
• Update terms and conditions in billing systems as required.
• Conduct quality audits with Quality Control Department.
• Review audit reports and ensure action plans are delivered on time.
• Ensure maximum customer adoption of Dubai Trade Services.
• Coordinate system developments with various stakeholders.
• Perform UAT testing and provide feedback on systems.
• Prepare initial demand requests for projects.
• Verify requirement specification documents for new projects.
• Identify areas for improvement impacting customer satisfaction.

Job description

Responsibilities

• To review and update all business processes and procedures commercial related, ensure they are aligned and meet the Audit standards.
• To improve business process through innovation and application of technology in order to provide better customer service satisfaction and enhanced business transactions.
• Enhancing CRM and incorporating all Commercial process and procedures that adds value to CRM thereby contributing to an efficient and faster customer service satisfaction.
• To update the Contractual Agreement / Tariff Exception Request terms & conditions in PROMIS Billing / General Cargo System when required.
• To conduct quality audits with Quality Control Department and ensure that all process within the department are in accordance with the ISO quality audit standards thereby maintaining the highest ISO 10002:2004 standards.
• To review and update all internal/external audit reports and ensure all action plans agreed by Management are compiled and delivered within the time frame.
• To ensure the maximum customer adoption of all Dubai Trade Services and be accountable for preparing online adoption / analytical reports to support Management for Business analysis on a regular basis.
• To coordinate with Customers, IT, Operations, Dubai Trade and Dubai Customs for system developments and integration across business units, ensure that the initial demand requests implemented within the scheduled time frame
• To perform UAT testing and provide Commercial feedback for new system development/enhancement thereby the implementation plan aligned with the business requirement
• Responsible for the preparation of Initial Demand Request along with BRS-Business Requirement Specification for all Commercial related system enhancement / projects.
• Comprehensively verify SRS- System Requirement Specification documents for new Commercial projects and ensure that all business requirements are properly documented.
• To review all processes impacting the customers, identify areas of improvement for better Customer satisfaction and coordinate with the concerned Stakeholders such as IT, Operations and other departments.
• Ensure compliance to IT policy in terms of implementation and monitoring of information security management in your department in line with the UAE region ISR policy.