✨ AI Summary
The Manager-Process Excellence is responsible for embedding a culture of quality and excellence across DAMAC. This role acts as the custodian of the Group's governance framework, policies, Delegation of Authority (DoA), QMS, and enterprise process tooling (ARIS). Key responsibilities include developing and improving policies, procedures, and process frameworks, running quality and certification programs, enhancing customer journeys and operational service processes, and driving measurable business and process improvements across Business Units. The role requires proficiency in corporate governance, QMS, customer-facing process excellence, and operational process execution. Within the EPE India Hub, the role will execute process excellence, service management, and reporting for the Group, coordinated by the Senior PMO Lead.
Requirements
Bachelor's degree in Business Administration, Quality Management, Operations Management, Engineering, or a related field is required. An MBA or postgraduate degree is an advantage. Preferred certifications include Lean Six Sigma, ISO 9001 Lead Auditor/Implementer, EFQM Assessor, or PMP. Requires 5-7 years of experience in Business Excellence, QMS, governance, or business process improvement, preferably within a large multi-BU organization. Prior exposure to ISO certification, EFQM, or equivalent excellence models is highly desirable. Experience with process modelling/BPM tools like ARIS is critical, as is proven experience supporting functions like Procurement and Finance. Experience in using practical GenAI skills in Business Excellence is also required.
Description
KEY RESPONSIBILITIES:
- Support custodianship of DAMAC's governance framework, policies, DoA and QMS.
- Develop, standardise and continuously improve policies, procedures, SOPs and process frameworks.
- Drive business and process improvement, efficiency and simplification.
- Run quality certification (ISO / EFQM) and awards programmes.
- Analyse performance, build KPIs and benchmark against industry standards.
- Support change management, training and adoption across Business Units.
- Support custodianship of DAMAC's policies and standards, governance framework, Delegation of Authority (DoA), methodologies and enterprise process tool (ARIS).
- Develop, update and maintain department / BU charters in line with the corporate governance model.
- Support the design, implementation and continuous improvement of a fit-for-purpose QMS framework aligned to DAMAC's growth strategy
- Conduct QMS maturity assessments across Business Units and translate findings into practical action plans.
- Support QMS implementation — documentation, process mapping and governance reporting.
- Work with BU and Department heads to develop, update and continuously improve DAMAC and BU policies, procedures and process frameworks.
- Draft and maintain P&Ps, SOPs and customer journeys, consistent with the corporate policy hierarchy (DoA, Policy Manual, Frameworks / Standards).
- Maintain and update stage-gate frameworks and supporting templates, guidelines and forms.
- Conduct gap assessments of existing processes to identify inefficiencies, risks and improvement opportunities.
- Design and execute business / process improvement initiatives, including root-cause analysis and corrective action plans.
- Drive operational efficiencies through process automation, standardisation and simplification.
- Track the effectiveness of implemented changes and sustain improvements.
- Support roll-out of a company-wide certification programme against recognised standards (e.g. ISO, EFQM).
- Coordinate documentation, evidence gathering and audit readiness for certification and re-certification cycles.
- Gather and analyse data from multiple sources to understand performance metrics and identify trends
- Develop and monitor KPIs and benchmark performance against industry standards
- Prepare and present clear, actionable reports and dashboards to senior management.
- Conduct change impact assessments and support change-management processes for scope, process or policy changes.
MINIMUM QUALIFICATIONS AND EXPERIENCE:
- Bachelor's in Business Administration, Quality Management, Operations Management, Engineering or a related field (required); MBA / postgraduate an advantage.
- Certification in process improvement or quality methodologies — Lean Six Sigma, ISO 9001 Lead Auditor / Implementer, EFQM Assessor or PMP — preferred.
- 5–7 years in Business Excellence, QMS, governance, business process improvement, ideally in a large multi-BU organisation.
- Prior exposure to ISO certification, EFQM or equivalent excellence models highly desirable.
- Experience with process modelling / BPM tools (e.g. ARIS) is critical.
- Proven experience in supporting functions such as Procurement and Finance.
- Experience in usage of practical GenAI skills in Business Excellence.