Specialist - Business Excellence & PMO

Confidental Company; Dubai; On-site; AED 90,000 - 130,000; Full time

Job summary

Confidental Company is seeking a seasoned professional to drive business excellence through process optimization, SOP governance, and customer-centric improvement programs. You will support the PMO with project governance, performance monitoring, and reporting to enable operational excellence across the organization.

The role requires 5+ years in business excellence, with at least 3 years in Big 4 environments; fluent English is essential, Arabic preferred.

Qualifications

• Bachelor's degree in Business Administration or equivalent is required.
• Master’s degree in Business Administration or equivalent is preferred.
• Minimum of 5 years of relevant experience in Business Excellence and Process Improvement.
• At least 3 years in positions with any of big 4 companies / projects.
• Fluent written and spoken English essential, Arabic preferred.

Responsibilities

• Analyses and improves business processes to enhance efficiency and service quality.
• Drafts and reviews SOPs to ensure consistency and governance across departments.
• Analyzes customer feedback and journey data to improve customer experience.
• Monitors and supports PMO initiatives, governance, reporting and portfolio visibility.
• Defines annual performance goals with the manager and ensures achievement throughout the year.

Skills

Process improvement

Project governance

Customer experience

Stakeholder communication

English fluency

Education

Bachelor's degree in Business Administration or equivalent

Master’s degree in Business Administration or equivalent

Job description

The role holder is responsible for supporting business excellence initiatives through process optimization, process performance management, customer-centric improvement programs and governance of standard operating procedures (SOPs). The role also supports the Project Management Office in monitoring strategic initiatives, project governance and reporting to enable operational excellence and continuous improvement across the organization. The role holder shall carry out his duties in accordance with the stipulated business policies and procedures

Business Process Excellence

• Analyses business processes to identify improvement opportunities that enhance operational efficiency, eliminate waste and improve service quality.
• Proposes end-to-end business processes to standardize operations and align with organizational objectives.

Standard Operating Procedures (SOPs)

• Drafts, and reviews Standard Operating Procedures to ensure consistency, compliance and operational effectiveness across departments.
• Coordinates with business stakeholders to ensure SOPs accurately reflect approved processes, governance requirements and organizational standards.

Customer Centricity

• Analyses customer feedback, customer journey data and service performance metrics to identify opportunities for enhancing customer experience.
• Recommends and supports implementation of customer-centric initiatives that improve service delivery, responsiveness and stakeholder satisfaction.

PMO Support

• Monitors assigned business excellence and transformation projects to ensure progress against approved scope, timelines and deliverables.
• Coordinates project activities by consolidating project information and monitoring governance actions to ensure adherence to Project Management Office methodologies and governance requirements.
• Maintains the project portfolio repository by tracking project schedules, resources and key risks to provide accurate portfolio visibility for management decision-making.
• Supports the development of the workforce plan for own department by providing input based on workload analysis and forecast trends.
• Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are achieved during the year.
• Keeps abreast of professional developments, new techniques and current issues through continued education and professional growth.

Required Qualifications

• Bachelor's degree in Business Administration or equivalent is required
• Master’s degree in Business Administration or equivalent is preferred
• Minimum of 5 years of relevant experience in Business Excellence and Process Improvement
• At least 3 years in positions with any of big 4 companies / projects
• Fluent written and spoken English essential, Arabic preferred