Process Excellence Manager

7 مايو، 2023

0 0 2 دقائق

الوصف الوظيفي

Process Excellence Manager | Al Futtaim Automotive | Customer Centricity

Overview of the role:

Work in collaboration with brands performance teams, process owners and COE teams to analyse, review, gaps reporting, measure/tracking omnichannel KPIs on end-to-end business process and systems in AFA. A key owner with an automotive business acumen, to ensure all/any system, processes and changes are followed amongst AFA brands as per the standard operational guidelines with due diligence and zero negligence.

What you will do:

Business Process

Work with power user community and process owners in brands to conduct regular/on-going current end-to-end process reviews as per the “Process Adherence” compliance
Identify, document, and communicate findings on process deviation amongst brands, location, and region to stakeholders
Formulate short and medium process improvements plans and align brands for implementation and reinforcement to optimize customer verbatims collected during NPS/CSV
Review mystery shopping scores and escalate recurring process differences to performance and process owners
Managing the omnichannel touchpoints improvements the business processes are continuously reviewed, modified, and aligned to AFA best practices
Work with central business process teams to update existing and create new business process in IBM blue work tool
End user business tools for eLearning (uPerform) is updated for any/all time training reference on new/enriched changes
Regular review and update of business process SOPs aligned with new/enriched changes in system and AFA frontend processes
Self-training on new system features and enhancements to reinforce new developments for end user productivity improvements
Capture and report performance and quality metrics around processes

Digital Product Implementation

Participate in system UAT-User Acceptance Testing for the implementation of all new/enhanced changes in C4C and all related systems impacting end user touchpoints in customer journey
Prepare scripts/scenarios as per business user stories to confirm UAT results
Coordinate and work closely with EIT team to deliver/implement a system change and end user execution
SAP C4C, S/4 HANA, e-Commerce, CRM and digital platforms hands on knowledge to deliver solution effectively to end users in business

C4C User, authorization, and service request Management

Review C4C user logins data and report on long time inactive users
Create change request after approval from head of omnichannel for any new feature assessment and plan
Review, approve all business authorizations request for user access and maintain log for monthly audit
Liaise amongst departments for on time approval of change request and development work initiation

Project and Change Management

Contribute to the preparation of Business requirement documents (BRD)
Conduct impact analysis, assess change readiness
Integrate change management plan in digital product implementation of a new feature or enhancement to the existing one
Align activities with digital product/platform implementation

المهارات

Required Skills to be Successful:

Stakeholder management
Good listener
SOP – stander operating procedure
Creating map process using any tools
Automotive background
PowerPoint presentation
SAP user

What equips you for the role:

This role is a prominent position and demanding 5+ years of functional business process management (BPM) projects/activities and Operational excellence in automotive sales, service & parts
Recognized Certificates in Business Process Management (BPM) methodologies/techniques e.g. Six Sigma, Lean manufacturing, etc.
Strong Communication, excellent power point presentation and storytelling skills with automotive business understanding
Proficiency in Microsoft Office-Word, excel, Teams, power point, SAP C4C, S/4Hana
Prior experience in managing the relationship with Sales, service, parts business on customer data for end-to-end processes
Ability to deliver work on-time with a “get things done” approach, go getter and self-driven
Excellent business writing skills
Deep knowledge of the products and services ranging from automotive sales, service and parts offered to a wide array of customers.
Strong analytical skills & problem-solving capabilities.
Proven track record in project management and coordination
Detail oriented and well organized, attentiveness to detail