Specialist - Business Excellence & PMO

Job Summary

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