Director Of Business Process Excellence

Purpose:

The Director of Business Process Excellence is a senior leadership position in Almosafer who is responsible for driving the optimization and advancement of the company's operations and business functions. The successful candidate will report to the Chief Digital Officer (CDO) and will collaborate closely with all business unit heads, digital leads, the heads of operations teams, and the heads of fulfillment teams, to develop and implement operational processes and systems that align with the company's strategic goals and vision. This role will also be leading a group of dynamic business process analysts to achieve our business goals and outcomes.

Key Responsibilities:

1- Strategic and Innovative Thinking:

The Director of Business Process Excellence will need to exhibit strong strategic thinking and innovation. This role will require the ability to develop and communicate a clear vision and strategy for the function, aligning it with the overall objectives of the organization:

• Influence decision-making processes through effective communication, strategic thinking, and data-driven analysis.
• Adept at communicating complex ideas and strategies in a clear and concise manner to senior leadership, stakeholders, and other team members.
• Think critically and creatively to identify opportunities for growth and expansion, and to develop innovative solutions to complex business challenges that improve customer satisfaction, reduce costs, increase revenue, and enhance the overall performance of the organization and its various operational processes.

2 - Operational Processes and Systems Development:

The Director of Business Process Excellence will work cross-functionally with all senior leadership and key stakeholders to ensure the successful and sustainable advancement of Almosafer's operations and business functions. This will involve:

• Customer Engagement Platforms: Work with the product manager to customize and enhance the customer experience in multiple channels (Phone, Whatsapp, Emails, etc.).
• Working closely with all business unit heads, digital leads, heads of operations teams, and heads of fulfillment to optimize the performance of the operations team.
• Developing and implementing operational processes and systems that align with the company's strategic goals and vision.
• Automation Platform: Lead the automation initiative to enable our organization and operations for scale.
• Process Excellence: Define the department's strategy and execution, which includes identifying process improvement opportunities, establishing performance metrics, and developing training and communication plans to promote process excellence throughout the organization.
• Managing and providing leadership to the teams under his/her direction:

3- Cross-Functional Team Management:

The Director of Business Process Excellence will develop and maintain strong relationships with cross-functional teams and departments located in four major regions Riyadh (KSA), Dubai (UAE), Cairo (Egypt) and Makkah (KSA) which includes business owners, product, technology, data, and operations. This will involve:

• Leading and participating in cross-functional projects and initiatives to drive operational excellence across the organization.
• Building and maintaining strong relationships with cross-functional teams and departments, ensuring clear communication and collaboration across all levels of the organization.
• Providing guidance and leadership to cross-functional teams, ensuring alignment with the company's strategic goals and vision.

4- Continuous Improvement:

The Director of Business Process Excellence will drive continuous improvement efforts across the organization, regularly monitoring and analyzing performance metrics to identify opportunities for optimization. This will involve:

• Leading and participating in continuous improvement efforts across the organization, regularly monitoring progress and making adjustments as needed.
• Analyzing performance metrics to identify areas for improvement, and developing and implementing initiatives to optimize operations.

Requirement & Qualifications:

The Director of Business Process Excellence is a critical role within Almosafer that requires a highly motivated individual with a proven track record of results. The successful candidate will play a key role in driving operational excellence, process improvements, and automation initiatives, allowing Almosafer to continue to provide exceptional service to its customers:

1. First and foremost, the successful candidate must be an Arabic speaker with very strong communication skills both in Arabic and English. This is essential given that Almosafer is a leading travel company in the Middle East, and a large proportion of its customer base and employees are Arabic speakers.
2. Communicate effectively with stakeholders at all levels of the organization, from front-line employees to the senior executive team. They must also be able to understand the cultural nuances in the Middle East, including the importance of building relationships and working collaboratively.
3. Proven track record of leading successful business process excellence projects in large organizations. This should include experience in driving significant process improvements across multiple operations teams, as well as managing change and ensuring that new processes are adopted by employees.
4. Experience in the travel industry is strongly preferred. This includes the understanding of the travel industry's customer journey as well as familiarity with industry-specific technology platforms and systems.
5. Experience in managing cross-functional teams and leading teams across multiple locations and departments.
6. Strong understanding of methodologies and standards related to business process excellence. This may include Six Sigma, Lean, or other similar frameworks. Able to lead and coach their teams on the application of these methodologies and standards, and be able to drive continuous improvement initiatives across the organization.
7. Experience in a high-volume, fast-paced environment where operations are critical to the success of the business.
8. Familiarity with Customer Engagement Platforms (Genisis, LiveEngage, Sprinklr, …) and Case Management Systems such as Salesforce is a big plus.
9. Must be based in Dubai or willing to relocate to Dubai. And must also have the ability to travel to Almosafer's three main operations locations in Riyadh, Makkah and Cairo, up to 60% of the time.