Continuous Improvement Manager

Majid Al Futtaim invites you to join us in our quest to create great moments
for everyone, everyday! We are the leading shopping mall, residential
communities, retail and leisure pioneer across the Middle East, Africa and
Asia, serving over ‎560 million visitors a year. For the past two decades, we
have shaped the consumer landscape across the region, transforming the way
people shop, live and play, while maintaining a strong sustainability track
record and the largest mall in the world to attain LEED Gold EBOM
Certification. We have over ‎40,000 team members in ‎15 international markets
representing over ‎100 nationalities - all keeping the customer at the heart of
everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid
Al Futtaim is the destination for you.
Role Purpose:

The CI Manager will be responsible for identifying opportunities for process
improvement and process re-engineering by application of standard process
improvement tools and methodologies such as Lean, Six Sigma, process re-
engineering, BPM, Digital Transformation, Automation, RPA and change
management. The individual will coach others on using process improvement
tools and advocate for the implementation of standardized systems.
The ideal candidate is able to motivate, energize and execute change
initiatives, and will serve as change facilitator by using their broad
knowledge of both continuous improvement principles and digital change
practices.

Role Details - Key Responsibilities and Accountabilities:

• Lead process improvement projects and initiatives using Lean Six Sigma tools and methodology to make positive and quantifiable improvements across the organization


• Coordinate with leadership Team to identify and prioritize targeted areas of opportunity for eliminating waste, improving service delivery, and reducing variation


• Mentor and coach project teams on the application of process improvement methodology and tools


• Develop and implement improvements to support business goals and requirements


• Accountable on resolving the quality issues that is captured from VOC or customers' complaints


• Establish/Maintain Quality Assurance framework for GS operations


• Establish a continuous improvement monitoring system


• Maintain and monitor key performance metrics using dashboards for monitoring progress, achievements, and business results


• Guarantee or develop the necessary worksheets/systems to measure and evaluate performance, identify trends, and reduce variability/defects in critical business processes.


• Gather, mine & analyze data to identify process inefficiencies, wastes, and improvements opportunities (Use Lean Six Sigma or alike process improvement and problem-solving tools)


• Gather requirements for RPA initiatives and drive process change using staff interviews, document analysis, workshops, surveys, site visits, SOP and workflow analysis


• Working within project planning constraints, communicating any identified project risks and issues to the delivery/project manager accordingly and providing inputs to the change control process.


• Creating and documenting test procedures and scenarios for the pre-UAT phases


• Supporting the internal Teams during the UAT and rollout phases


• Complete post-implementation reviews to ensure successful delivery has been achieved and to ensure that improvements can be made for future projects


• Assist in the development and implementation of a 'best-in-class' continuous improvement strategy


• Provide process improvement training, such as Yellow Belt & Green Belt


• Conduct Kaizen workshops, Hoshin Kanri and other CI events

Definition of Success:

• Deliver Six Sigma trainings White Belt , Yellow Belts, Green Belt (up to ‎25% of role time)


• Conduct Kaizen & Continuous Improvements Events


• Achieve predefined targets for FTE efficiency and productivity gain


• Leveraging RPAs across different functions with predefined adoption rates


• Establishing QA framework for GS operations


• Providing tools & templates that support cultivating CI in GS culture


• Improve Process Targets (TAT & Quality)


• Increase Customer Satisfaction

Functional Competencies:

• Ability to set up, facilitate and lead service improvement/'Workout' sessions with a range of business stakeholders (incl. Experience of process/value stream mapping)


• Strong analytical, project management skills, including a thorough understanding of how to interpret business needs and translate them into operational requirements


• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of partners, senior managers, and subject matter experts as well as a strong ability to influence


• Track record in taking initiative, working with minimal supervision and being self-directed and highly motivated in all work activities

Personal Characteristics and Required Background:

Personal characteristics
* A demonstrated ability to achieve goals and objectives and manage key business relations.
* Proven skills in organizing and planning with demonstrated ability to effectively manage time and achieve results in a fast-paced environment
* Result oriented with the ability to drive a cross-functional team towards the desired outcome.
* Completer-finisher who takes accountability for ideas from inception to delivery, in an environment that requires robust metrics to confirm the success
* Creative, problem solving with a proactive mindset
* Own his/her development plan with a strong desire for continuous learning and self-improving
* Flexible and adaptable who performs well in challenging fast-paced environment

Minimum experience
* Overall experience, ‎7-‎10+ years of experience in service industry
* ‎3-‎5+ years of experience in a proven Continuous Improvement role i.e., analytical experience from a similar role /Business Excellence under BPO / Project management and business analysis

Minimum Qualifications/education
* Graduate Degree in Business, Finance or Accounting
* Accredited Lean Six Sigma Black Belt is a MUST, with on hand working knowledge with Six Sigma tools like Minitab etc.
* Finance background is a plus
* Retail Industry experience will be preferred