MANAGER - QUALITY & SUPPORT

Job Description

• Oversee Daily Operations & Process Quality:

Manage the day-to-day activities of Quality & Support team, ensuring all support requests are addressed promptly and efficiently.

Monitor service workflows and process adherence to maintain consistency, accuracy, and compliance with established quality standards and ISO procedures.

Coordinate with internal teams and service providers to ensure timely resolution of issues, effective communication, and continuous process improvementdriving operational excellence and high levels of client and stakeholder satisfaction.

• System Implementation & Optimization: Support the planning, implementation, and continuous improvement of system solutions in coordination with the IT Department and the Senior Manager. Ensure seamless deployment, enhanced system performance, and alignment with operational and business goals.
• Team Leadership & Development: Assist in supervising, motivating, and evaluating team members. Drive initiatives that enhance productivity, improve service quality, and foster a culture of accountability, professional growth, and continuous improvement.
• Process, Policy & Quality Management: Lead the development, implementation, and continual improvement of departmental policies, procedures, and business processes. Ensure compliance with DP World standards, ISO requirements, and QMS practices. Promote operational efficiency, standardization, and a culture of quality, ensuring that outputs consistently meet organizational and client expectations.
• KPI Achievement & Performance Monitoring:

Support the Senior Manager in achieving, monitoring, and regularly reviewing departmental KPIs. Analyze performance data to identify trends, gaps, and improvement opportunities aligned with business objectives.

6 .Digital Systems & Platform Management

Oversee the effective management and utilization of departmental digital platforms, including the Computer Aided Facilities Management (CAFM) system, SharePoint, Enterprise Solutions, and Task Management Portals.

Ensure data accuracy, process compliance, and system optimization across all platforms to enhance collaboration, operational transparency, and reporting efficiency.

• Reporting, Analytics & Platform Development: Support the preparation, analysis, and continuous improvement of weekly, monthly, and annual performance reports to track progress against targets and identify areas for improvement. Lead or assist in the development, enhancement, and integration of reporting platforms, including Power BI and other industry-standard analytics tools, to automate reporting processes, improve data visualization, and enable informed decision-making. Benchmark reporting and analytical capabilities against industry best practices to drive continuous enhancement and data-driven decision-making.
• Audit & Compliance Support: Provide assistance during internal, external, and ISO audits. Ensure adherence to established processes, support documentation readiness, and coordinate the implementation of agreed corrective and preventive actions
• 9. Stakeholder Engagement & Continuous Improvement:

Engage with key internal and external stakeholders to identify operational improvement opportunities. Drive initiatives to optimize processes, enhance service quality, and strengthen collaboration between teams and service providers.

10 .Risk Management & Business Continuity

Support the identification, assessment, and mitigation of operational risks to ensure business continuity and resilience in service delivery.

Collaborate with internal teams to implement preventive and corrective measures for minimizing disruptions and maintaining operational standards.

About Us

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world's trade flow better, changing what's possible for the customers and communities we serve globally.

With a dedicated, diverse and professional team of more than 115,000 employees from 160 nationalities, spanning 78 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that's fit for the future.

We're rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.

What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we're at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimizing disruptions from the factory floor to the customer's door.

DP World is on a mission to transcend boundaries and bridge the gap between all nations and cultures not just in what we do but also in how we behave.

We are dedicated to creating a culture where everyone feels respected, supported, and empowered to reach their full potential. We believe that embracing inclusion and diversity, drives innovation and growth and helps us connect people, businesses, and societies. Free minds and different perspectives are changing our world, and together we can change what's possible.

WE MAKE TRADE FLOW