MANAGAER- ORGANIZATIONAL EXCELLENCE

Job Overview

ISO and Audit Management

• Communicate & manage the relationship with the certification bodies & other audit third parties and ensure the smooth facilitation of the ISO certification process.
• Manage, oversight and evaluate the implementation of all management systems in KSA businesses units & functions by adhering to ISO requirements.
• Conduct internal audits for management systems obtained by KSA BUs and ensure effective timely implantation of all actions plan.
• Act as the focal point for Group Internal Audits (GIA) and ensure effective timely implantation of all actions plan.
• Oversee internal and external audits to ensure quality and excellence standards are met.

Policy, Procedure, and Process Management

• Oversee the policies & procedures documentation in KSA business units & functions to ensure proper alignment with GCC Region standard including other documents such as forms, delegation of authorities ...etc.
• Manage & monitor KSA business units & functions policies & procedures to ensure that all process & controlled documents are well documented, up to date and in line with the UAE Region documentation standard.
• Oversee the proper implementation and compliance of policies and local regulations.
• Audit business processes to ensure process compliance & adherence to approved procedures and ensure proper improvement implementation for non-compliance areas.

Business Process Efficiency and Project Management

• Reactively identify the areas for improvement & lead the process enhancement/Re-engineering projects to eliminate deficiencies in processes and enhance customer experience.
• Evaluate all improvement action plans & overseas the implementation of project re-engineering proposals or assessment action plans to ensure effective closure & implementation that is in line with project goals.
• Drive initiatives that improve organizational performance and resilience.
• Collaborate with departments to identify and implement solutions for business challenges.
• Stay informed about improvements in the regional office to ensure alignment with organizational goals.
• Lead initiatives to enhance process efficiency and optimize resource use across the organization.

Business Excellence, Surveys, and Awards

• Lead business assessments and surveys to measure the organization’s progress in excellence.
• Oversee participation in business & excellence awards, including local & international excellence award frameworks.
• Manage the organization’s involvement in excellence and business awards. To support the Regional Office in raising awareness and engagement to participate.
• Ensure readiness & alignment with excellence awards criteria by conducting self-assessment, identity improvements & ensure effective implementation to meet award criteria and standards.
• Manage internal and external surveys (e.g. vendor or employee surveys).
• Conduct end-to-end analysis of survey results, identifying key trends and areas for improvement and ensure proper implementation of defined action plans.
• Oversee and manage internal surveys to gather feedback and ensure alignment with GCC Regional Office strategic goals.

Customer Experience

• Coordinate and analyze mystery shopper activities to assess service quality and identify areas for improvement.
• Oversee annual and on-demand transactional surveys, ensuring governance and alignment with organizational objectives.

Risk and Business Continuity Management

• Lead risk management and business continuity to ensure organizational resilience including the documentations requirements & actual implementation.
• Act as the focal point for crisis management, ensuring the organization is prepared for potential disruptions.
• Conduct crisis drills to test and improve organizational preparedness for business continuity.

Others

• Lead in the programs/initiatives that enhance the awareness level among employees related the Organizational excellence elements.
• Manage regular dashboards reporting related to Organizational Excellence elements in KSA to the regional function in GCC.

Educational Background

• Mandatory: bachelor’s degree in quality management, Business Administration, Industrial
• Engineering or any relevant field.
• Preferred: master’s degree in business administration (MBA), Quality Management,
• Organizational Excellence, or a related field.

Experience

• Proven experience in conducting and managing ISO internal audits and award submissions.
• Proven experience in managing policies and procedures documentation and governance.
• Preferred: Familiarity with organizational excellence frameworks like EFQM or any

Certifications

• ISO 9001 Internal Lead Auditor/Internal Auditor Certificate

• ISO 31000 Risk Management Certification

• EFQM Assessor Certification or equivalent
• Lean Six Sigma Green Belt or higher
• Certification in Customer Experience Management or relevant survey tools

Competencies

• Ability to lead cross-functional teams and manage performance improvement initiatives.
• Strong understanding of ISO management systems (ISO 9001, ISO 22301, ISO 31000, or other relevant standards).
• Strong understanding of enterprise risk management (ERM) frameworks and methodologies.
• Strong understanding of business continuity management (BCM) and crisis response planning.
• ·Knowledge of process improvement methodologies such as Lean or Six Sigma.
• Strong analytical, problem-solving, and project management skills.
• Proficiency in data analysis and visualization tools such as Power BI (preferred but not mandatory).