Senior Specialist – Systems & Procedures

Wasael Property Management; Abu Dhabi; On-site; AED 260,000 - 420,000; Full time

Job summary

The Department of Municipality & Transportation is seeking a Senior Specialist – Systems & Procedures to lead governance of organizational policies, procedures and SOPs. You will collaborate with IT and business units to streamline processes, drive process improvement, and ensure regulatory compliance across the department.

Ideal candidates have 8–10 years in systems and procedures, governance, and organizational development, with experience in government or public sector settings.

Qualifications

• Bachelor's Degree in Business Administration, Industrial Engineering, Public Administration, Quality Management or related field.
• MBA, Quality Management or Organizational Development preferred.

Responsibilities

• Lead development, review, and governance of organizational systems, processes, policies and SOPs.
• Ensure alignment with regulatory requirements and best practices.
• Drive process mapping, re-engineering and continuous improvement initiatives.
• Collaborate with IT and business units to digitize processes and automate workflows.
• Support governance, risk management and internal controls across the department.
• Prepare management reports on process performance and compliance.

Skills

BPM

Process Mapping

Policy Development

Governance

Quality Management

Change Management

Digital Transformation

Risk Management

Data Analysis

Project Management

Education

Bachelor's in Business Administration

Bachelor's in Industrial Engineering

Bachelor's in Public Administration

Bachelor's in Quality Management

MBA (preferred)

Tools

Workflow automation platforms

Enterprise systems

Job description

Job Purpose

The Senior Specialist – Systems & Procedures is responsible for leading the development, review, enhancement, and governance of organizational systems, business processes, policies, procedures, and operational frameworks across the Department of Municipality & Transportation. The role ensures that business processes are efficient, standardized, compliant, customer-centric, and aligned with strategic objectives, regulatory requirements, and best practices.

Key Responsibilities

Systems & Procedures Management

• Develop, review, update, and maintain organizational policies, procedures, manuals, frameworks, and standard operating procedures (SOPs).
• Establish and implement systems and procedural governance standards across the department.
• Ensure all policies and procedures remain aligned with organizational objectives, regulatory requirements, and best practices.
• Monitor compliance with approved systems and procedures.

Business Process Improvement

• Analyze existing business processes and identify opportunities for optimization.
• Lead process mapping, workflow analysis, and business process re‑engineering initiatives.
• Develop recommendations to improve efficiency, service delivery, and operational effectiveness.
• Eliminate redundant processes and streamline workflows.
• Facilitate continuous improvement and operational excellence initiatives.

Organizational Excellence & Governance

• Support the implementation of organizational excellence frameworks and quality management systems.
• Ensure processes support transparency, accountability, and effective governance.
• Participate in organizational assessments, audits, and excellence program evaluations.
• Develop governance mechanisms to monitor procedural compliance.

Digital Transformation Support

• Collaborate with IT and business stakeholders to automate and digitize business processes.
• Support the implementation of enterprise systems, workflow automation platforms, and process management tools.
• Ensure procedural requirements are incorporated into digital solutions.
• Evaluate system effectiveness and recommend enhancements.

Policy & Procedure Development

• Conduct reviews of existing policies, regulations, and procedural documentation.
• Prepare new policies, guidelines, frameworks, and procedural manuals.
• Ensure clear documentation of process ownership, responsibilities, controls, and performance measures.
• Benchmark organizational procedures against leading practices and government standards.

Performance Monitoring & Reporting

• Develop and monitor process performance indicators.
• Prepare management reports on process efficiency, compliance, and improvement initiatives.
• Analyze business performance data and identify improvement opportunities.
• Present findings and recommendations to management.

Stakeholder Engagement

• Work closely with business units to identify operational issues and process improvement opportunities.
• Facilitate workshops and meetings related to process design and optimization.
• Support change management and stakeholder adoption of new procedures.
• Provide guidance and advisory services on systems and procedural matters.

Risk Management & Compliance

• Identify procedural risks and control weaknesses.
• Recommend mitigation measures to strengthen internal controls.
• Ensure compliance with government regulations, organizational policies, and audit requirements.
• Support internal and external audits through process reviews and documentation.

Qualifications & Experience

Educational Qualifications

• Bachelor's Degree in Business Administration, Industrial Engineering, Public Administration, Quality Management, Management Information Systems, or a related field.
• Master's Degree in Business Administration (MBA), Quality Management, or Organizational Development is preferred.

Professional Certifications (Preferred)

• Lean Six Sigma Green Belt or Black Belt.
• Certified Business Process Professional (CBPP).
• ISO 9001 Lead Auditor or Quality Management certification.
• Project Management Professional (PMP).
• Certified Manager of Quality/Organizational Excellence (CMQ/OE).

Experience

• 8-10 years of relevant experience in systems and procedures, business process management, organizational development, governance, quality management, or operational excellence.
• Experience within government, municipality, transportation, infrastructure, or public sector organizations is preferred.
• Proven experience in process improvement and business transformation initiatives.
• Experience in policy and procedure development.
• Experience supporting digital transformation and workflow automation projects.

Technical Competencies

• Business Process Management (BPM)
• Process Mapping & Workflow Design
• Policy & Procedure Development
• Organizational Excellence Frameworks
• Governance & Compliance
• Quality Management Systems
• Process Re‑engineering
• Change Management
• Digital Transformation
• Risk Management & Internal Controls
• Data Analysis & Reporting
• Project Management
• Performance Measurement
• Continuous Improvement Methodologies

KPIs

Process Improvement

• Number of business processes reviewed and optimized annually.
• Percentage reduction in process cycle times.
• Number of process improvement initiatives successfully implemented.
• Efficiency gains achieved through process redesign.

Systems & Procedures

• Percentage of policies and procedures reviewed and updated within schedule.
• Compliance rate with approved procedures and governance requirements.
• Number of procedural gaps identified and resolved.
• Accuracy and quality of procedural documentation.

Organizational Excellence

• Achievement of organizational excellence targets.
• Improvement in process maturity assessment scores.
• Successful implementation of quality and governance initiatives.

Digital Transformation

• Percentage of targeted processes automated or digitized.
• Reduction in manual processing activities.
• Improvement in service delivery efficiency following process automation.

Stakeholder Satisfaction

• Stakeholder satisfaction with process improvement support.
• Timeliness of responding to business unit requests.
• Effectiveness of training and procedural awareness initiatives.

Compliance & Risk

• Reduction in audit findings related to process and procedural weaknesses.
• Percentage of corrective actions implemented within agreed timelines.
• Compliance rate with internal policies and regulatory requirements.

Job Challenges

• Managing organizational resistance to process changes and transformation initiatives.
• Balancing operational efficiency improvements with regulatory and governance requirements.
• Ensuring consistency and standardization across diverse business functions.
• Aligning systems and procedures with rapidly evolving organizational priorities.
• Supporting digital transformation while maintaining operational continuity.
• Coordinating multiple stakeholders with competing interests and priorities.
• Maintaining procedural compliance in a dynamic and complex operating environment.
• Identifying process inefficiencies across large and interconnected departments.
• Keeping pace with advancements in process management methodologies and technologies.
• Ensuring process improvements result in measurable business value and service enhancements.