Senior Manager - Business Process Re-engineering and Customer Experience Job Vacancy in UAE Dubai
Posted date [2025-02-24]
(ID: 33607)
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Established in the 1930s as a trading business, Al-Futtaim is one of the most progressive regional family business houses headquartered in Dubai, United Arab Emirates. |
Senior Manager - Business Process Re-engineering and Customer Experience
We are seeking a dynamic and strategic Senior Manager for Business Process Re-engineering and Customer Experience to lead transformational change within Al-Futtaim Engineering & Technologies. In this role, you will be responsible for designing and implementing customer-centric journeys, driving process automation, and enhancing operational efficiency. You will collaborate across business functions to identify process bottlenecks, optimize complex operational workflows, and lead digitization initiatives.
Job Location: Dubai, United Arab Emirates
Job Industry: Real Estate & Engineering
Job Function: Business Process Re-engineering & Customer Experience
Job Type: Full-Time
Salary: Negotiable
Gender: Any
Key Responsibilities:
- Design and implement customer-centric journeys across business functions and customer touchpoints to enhance customer satisfaction and loyalty.
- Optimize complex operational processes using data analytics, automation, and process re-engineering techniques to improve efficiency.
- Collaborate with cross-functional teams to understand process bottlenecks and pain points, simplifying and re-engineering processes in a customer-centric and cost-efficient manner.
- Analyze and evaluate existing business processes for compliance, productivity, quality, costs, and time management, recommending improvements where necessary.
- Oversee all stages of business process improvement initiatives, ensuring timely and effective implementation.
- Monitor and analyze implemented changes, making adjustments as needed to achieve desired business outcomes.
- Perform data analysis to resolve complex business problems, using insights to recommend strategic actions for operational and cost efficiencies.
- Implement NPS (Net Promoter Score) tracking across business verticals to measure customer loyalty, preferences, and satisfaction levels.
- Present progress reports and integrate feedback from stakeholders to continuously enhance process efficiency and customer experience.
Required Skills and Experience:
- Minimum 10 years of experience in Business Process Re-engineering, Business Transformation, or Customer Experience.
- Proven experience in process automation, digitization, and customer-centric business transformation initiatives.
- Strong analytical and problem-solving skills, with the ability to translate business requirements into simplified solutions.
- Experience with data analytics, including slice and dice and drill-down data analysis methodologies.
- Knowledge of NPS programs, CRM systems, and financial data systems for trend analysis and strategic decision-making.
- Excellent communication and collaboration skills, with the ability to work effectively in a cross-functional team environment.
- Strong leadership abilities with the capability to inspire and lead teams through transformational change.
Educational Qualifications:
- Degree or higher-level qualification in Business, Operations, Customer Experience, or a related field.
What We Offer:
- Competitive salary package with performance-based incentives.
- Comprehensive health and life insurance plans.
- Professional development and leadership training programs.
- Collaborative work environment focused on strategic growth and innovation.
- Opportunity to work with a leading regional business group with international exposure.
- Access to exclusive Al-Futtaim employee benefits.
About Al-Futtaim Engineering & Technologies:
Al-Futtaim Engineering & Technologies offers complete engineering and systems integration solutions across the UAE, Qatar, Saudi Arabia, and Egypt. Our diverse portfolio includes products and services ranging from air conditioning, scaffolding, elevators, and escalators to MEP, energy management, technology infrastructure, and digital transformation.
The Technologies division provides comprehensive business solutions, including contact center solutions, business applications, business intelligence, data management, advanced analytics, IP telephony, ELV systems, networking solutions, and managed services. We are committed to delivering excellence through our strategic solutions, ensuring customer satisfaction and operational efficiency.
Note: If special instructions for how to apply are mentioned in the job description, please follow them accordingly.
We are seeking a dynamic and strategic Senior Manager for Business Process Re-engineering and Customer Experience to lead transformational change within Al-Futtaim Engineering & Technologies. In this role, you will be responsible for designing and implementing customer-centric journeys, driving process automation, and enhancing operational efficiency. You will collaborate across business functions to identify process bottlenecks, optimize complex operational workflows, and lead digitization initiatives.
Job Location: Dubai, United Arab Emirates
Job Industry: Real Estate & Engineering
Job Function: Business Process Re-engineering & Customer Experience
Job Type: Full-Time
Salary: Negotiable
Gender: Any
Key Responsibilities:
- Design and implement customer-centric journeys across business functions and customer touchpoints to enhance customer satisfaction and loyalty.
- Optimize complex operational processes using data analytics, automation, and process re-engineering techniques to improve efficiency.
- Collaborate with cross-functional teams to understand process bottlenecks and pain points, simplifying and re-engineering processes in a customer-centric and cost-efficient manner.
- Analyze and evaluate existing business processes for compliance, productivity, quality, costs, and time management, recommending improvements where necessary.
- Oversee all stages of business process improvement initiatives, ensuring timely and effective implementation.
- Monitor and analyze implemented changes, making adjustments as needed to achieve desired business outcomes.
- Perform data analysis to resolve complex business problems, using insights to recommend strategic actions for operational and cost efficiencies.
- Implement NPS (Net Promoter Score) tracking across business verticals to measure customer loyalty, preferences, and satisfaction levels.
- Present progress reports and integrate feedback from stakeholders to continuously enhance process efficiency and customer experience.
Required Skills and Experience:
- Minimum 10 years of experience in Business Process Re-engineering, Business Transformation, or Customer Experience.
- Proven experience in process automation, digitization, and customer-centric business transformation initiatives.
- Strong analytical and problem-solving skills, with the ability to translate business requirements into simplified solutions.
- Experience with data analytics, including slice and dice and drill-down data analysis methodologies.
- Knowledge of NPS programs, CRM systems, and financial data systems for trend analysis and strategic decision-making.
- Excellent communication and collaboration skills, with the ability to work effectively in a cross-functional team environment.
- Strong leadership abilities with the capability to inspire and lead teams through transformational change.
Educational Qualifications:
- Degree or higher-level qualification in Business, Operations, Customer Experience, or a related field.
What We Offer:
- Competitive salary package with performance-based incentives.
- Comprehensive health and life insurance plans.
- Professional development and leadership training programs.
- Collaborative work environment focused on strategic growth and innovation.
- Opportunity to work with a leading regional business group with international exposure.
- Access to exclusive Al-Futtaim employee benefits.
About Al-Futtaim Engineering & Technologies:
Al-Futtaim Engineering & Technologies offers complete engineering and systems integration solutions across the UAE, Qatar, Saudi Arabia, and Egypt. Our diverse portfolio includes products and services ranging from air conditioning, scaffolding, elevators, and escalators to MEP, energy management, technology infrastructure, and digital transformation.
The Technologies division provides comprehensive business solutions, including contact center solutions, business applications, business intelligence, data management, advanced analytics, IP telephony, ELV systems, networking solutions, and managed services. We are committed to delivering excellence through our strategic solutions, ensuring customer satisfaction and operational efficiency.
Note: If special instructions for how to apply are mentioned in the job description, please follow them accordingly.
