Manager Business Processes & Policies

Job description / Role

The role is based in Abu Dhabi within Corporate Governance Department, the candidates will be accountable for defining and designing corporate business processes that spans over many teams/units, also define and establish appropriate measures, KPIs and OLAs to measure the process maturity and efficiency in term of quality of service and process compliance level as per the approved corporate process. Moreover, the candidate shall be responsible to define the standard operating procedures (SOP) and the workflows for the teams involved in the end-to-end process.

Total remuneration would range from AED 18K ~ AED 23K, and is reliant on years of experience, education and professional certification.

The function, also handles quality assurance aspects such as Internal Audits, Reporting and periodic Health Checks to ensure standardization of process implementation and controls across the organization.

Duties & Responsibilities:
- To design and map corporate process, specify the process framework and the details of all process activities
- To define and document the process related Key performance Indicators (KPIs) and the Operational Level Agreements (OLAs) with the appropriate targets and the calculation methods
- Have been engaged in development and/or deployment of major business processes such as Product Lifecycle Management, Order to Cash, Complaint Management, and is familiar with corporate process design and mapping using Business Process Management (BPM) tools (such as ARIS, QPR, SA, etc..)
- To define the involved teams roles and responsibilities, and to appoint the Process Owner (PO) and identify the tasks of the PO, along identify the process partners (PP) and identify the tasks of the PP and the expected frequency of such tasks/activities
- To define and document the process related automation needs and ensure such needs are aligned with the defined process, including the appropriate controls and methods to capture and generate measurements, KPIs and OLAs figures
- To define the Process Standard Operating procedures (SOPs) that includes the workflow of the process between various teams and the expected duration/KPI for each team to fulfill the task
- To conduct periodic process compliancy audits according to the approved process, and to report the process non-compliancy and to follow up on the gaps closure and resolution of the non-conformities
- To study and implement process improvement methodologies such as Lean Management Six Sigma and Business Excellence Model wherever appropriate and needed
- To collect data and generate the necessary reporting on monthly and quarterly basis for Quality of Service, Process Maturity and Process Compliancy

Generic Accountabilities:
- Provide advice and assist in new projects, activities or processes and conduct the necessary evaluation, scoping and estimation
- Engage in section planning, periodic reviews and implementation methods including Project Management and Project Management Office for some activities
- Develop and enhance the department methodologies, frameworks and Measurements that shall be used either internally or externally
- Follow up and ensure the appropriate and necessary process approvals and sign off are obtained
- Prepare and Conduct the necessary process and methodologies awareness sessions as well as the Business Process Management training for internal staff
- Maintain and update the department process web site and ensure all material and document are accurate and up to date

Requirements

- Formal education of Bachelor Degree or Above
- 5 to 6 years of experience in process management and/or quality Assurance & Control task, managing processes and quality assurance activities
- Proven hands on expertise, preferably on corporate process, eTOM, designing Swim Lance processes, Six Sigma and Lean Management
- ARIS experience is essential

About the Company

Etisalat has been the telecommunications service provider in the UAE since 1976, and has built up a modern telecom infrastructure and established itself as an innovative and reliable operator.

Etisalat stands 140th among the Financial Times Top 500 Corporations in the world in terms of market capitalization, and is ranked by The Middle East magazine as the 6th largest company in the Middle East in terms of capitalization and revenues. The Corporation is the largest contributor outside the oil sector to development programmes of the UAE Federal Government, and is an award-winning socially responsible corporation. Etisalat has also won accolades from across the region for its nationalization programme.