Senior Manager, Business Excellence

Job Responsibilities

1. Assume the role as the Ooredoo Kuwait ISO Management Representative responsible for establishing and maintaining the quality management system, maintaining communication with Certification Bodies.

2. Execution of Quality Management Practices: Ensure maintenance of the management system, establish and maintain an EFQM related Business Excellence framework, and manage the Business Excellence Model Program.

3. Overall Responsibility: Maintain integration with various Management Systems (Quality / Environment / Health and Safety / Information Security / Business Continuity Management Systems) for adequacy and effectiveness and ensure ongoing compliance with adopted international standards along with respective programs and certifications.

4. Establishing an eTOM related Business Process Framework: Focus on product realization processes.

5. Maintain Process Maps: Define and maintain definitions for all key business processes.

6. Identify Key Process Performance Indicators: Agree with process owners on key performance and compliance indicators aligned with strategic requirements.

7. Define Process Performance Management Tools: Create SLAs, OLAs, and KPIs, and obtain cross-functional approvals.

8. Manage Assessments: Conduct Self-Assessment and External Assessments as part of EFQM programs as required.

9. Lead Business Excellence Assessments: Ensure adequacy, effectiveness, and efficiency of processes, and verify that policies and supporting procedures are fully implemented.

10. Manage 3rd Party Audits: Oversee audits of suppliers.

11. Liaise with Business Departments: Ensure alignment with ISO 9001 requirements.

12. Develop Action Plans: Address any non-compliances or deficiencies revealed through assessments in conjunction with concerned stakeholders.

13. Conduct Special Assessments: Perform investigations upon request by the Head of Strategy & CEO Support Office.

14. Identify Quality Gaps: Propose improvement initiatives.

Business Process Improvement

1. Develop and Deploy Methodology: Create a business process improvement methodology for process owners and management specialists.

2. Develop Process Improvement Tools: Enforce processes and SLAs use and benefits realization across Ooredoo Kuwait.

3. Ensure Alignment: Align Ooredoo Kuwait’s process framework with the Customer journey as defined by the Customer Experience program.

4. Establish Training Program: In liaison with HR, maintain and deliver training related to management systems, product and service quality, and business excellence to raise quality awareness across Ooredoo Kuwait.