Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 45,000 team members in 17 international markets representing over 100 nationalities all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.
Role Purpose
Lead operations, service and transition management and support Head, Service Delivery on HC Delivery operational matters
Role Details Key Responsibilities And Accountabilities
Operations monitoring and reporting
- Work closely with HC Delivery Tower leads on developing operational dashboards and compile monthly operational statistics across all areas of HC Delivery such as work volume, operational KPIs, performance against service level agreements
- Work closely with HC Delivery Tower leads on developing operational reports to report status at various internal and external platforms
- Establish internal HC Delivery operational reporting cadence to consolidate operational reporting across HC Delivery Towers to Head, HC Delivery
- Establish and manage regular management meetings with HC Delivery leadership team to review operations and monitor and track initiatives and programmes
Capacity and productivity assessments
- Work with HC Delivery Tower Leads to assess capacity and productivity of teams, providing data and insights to support transformation, continuous improvement initiatives
- Develop and maintain capacity assessment, workforce planning methods and tools including time-spend, cycle-time data collection
Manpower Planning, Budgeting & Costing Support
- Support Head, HC Delivery on the compiling of data (service scope, capacity assessments, headcount needs, FTE allocations etc.) to support HC Delivery manpower planning, budgeting and cost chargebacks, working closely with GS Finance and HC Delivery HCBPs
- Service Management
Service Catalogue & Service Level Agreements (SLAs)
- Be the point of contact for GS Service Management on Service Catalogue and SLAs and have oversight over the development and maintenance of HC Delivery Service Catalogue and SLA documents, ensuring they remain current and updated
- Work with HC Delivery Tower Leads to ensure operational KPIs are reviewed regularly / developed (for new services), conducting benchmarking research where needed
- Work closely with Head, HC Delivery to ensure SLAs are signed off with internal customers (OpCos)
Escalations Management
- Be the point of contact and have oversight over escalations management and reporting, working closely with Tower Leads and relevant internal and external stakeholders (CoEs, OpCos, other GS functions) to develop corrective and preventive action plans and monitor these to ensure closure
- Coordinate with HC Delivery transformation and CI teams as needed if transformative or continuous improvement initiatives are needed to correct / prevent issues identified in the escalations
Customer Experience
- Be the point of contact for GS Service Management on Voice of Customer Surveys, have oversight over VOC action plans, working closely with HC Delivery Tower leads to develop action plans, coordinating with relevant internal and external stakeholders as required to monitor action plans for closure
- Work closely with HC Delivery Tower Leads to develop and roll-out customer satisfaction surveys (specific to Tower as VOC is high-level) and capture and report C-Sat data, integrating C-Sat data into management reports and offer data insights to support transformation / CI initiatives
- Coordinate with HC Delivery transformation and CI teams to ensure action plans dovetail with transformation and CI initiatives and programmes (where this is needed)
- Transition Management
- Work closely with Head, HC Delivery and Tower Leads on new service transitions from OpCos to HC Delivery, having oversight over Service Design, SLAs and transition planning. This includes documenting scope of work, work-splits, working with relevant stakeholders to document processes (as-is, to-be) and develop SLAs for sign-off.
- Project manage and have oversight over transition planning and implementation activities, monitoring progress and reporting status
What We Offer
- At Majid Al Futtaim, we're on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We're proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
- Work from any country in the world for 30 days a year.
- Work in a friendly environment, where everyone shares positive vibes and excited about our future.
- Work with over 50,000 diverse and talented colleagues, all guided by our Leadership Model.
