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Business Excellence Lead

3 weeks ago

Kuwait City, Al Asimah Ooredoo Qatar Full time

Company Overview

Ooredoo is a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.

We are a diverse and inclusive global family, united by a shared passion for innovation and excellence. Our culture and DNA are at the heart of everything we do, built upon our people's strengths.

The Role

To establish and maintain the Ooredoo Kuwait quality management system by defining the processes, and their controls, that comply with ISO 9001 and applies Business Excellence and eTOM principles. This role ensures alignment between strategic, operational, and performance management requirements.

Key Responsibilities:

  • Assume the role as the Ooredoo Kuwait ISO Management Representative responsible for establishing and maintaining the quality management system, maintaining communication with Certification Bodies.
  • Execution of Quality management practices to ensure maintenance of the management system. Establishing and maintaining an EFQM related Business Excellence framework within Ooredoo Kuwait and managing the Business Excellence Model Program.
  • Overall responsibility for maintaining the integration with various Management Systems (Quality / Environment / Health and Safety / Information Security / Business Continuity Management Systems) for adequacy and effectiveness and to ensure ongoing compliance of adopted international standards along with respective programs and certifications.
  • Establishing and maintaining an eTOM related Business Process Framework for product realization processes.
  • Maintain Process maps and definitions for all key business processes.
  • Identify and agree with process owners, key process performance and compliance indicators that are aligned in line with the strategic requirements.
  • Define appropriate process performance management tools (SLAs, OLAs, KPIs) and get cross-functional approvals.
  • Manage Self-Assessment and External Assessments as part of EFQM programs as required.
  • Lead periodic Business Excellence assessments of business operations to ensure the adequacy and effectiveness and efficiency of the processes, and that the policies and supporting procedures are fully implemented.
  • Manage 3rd party audits of suppliers.
  • Liaising with the Business Departments to ensure their alignment with ISO 9001 requirements.
  • Develop and implement action plans to address any non-compliances or deficiencies revealed through the assessments in conjunction with the concerned stakeholders.
  • Conduct special assessments / investigations upon request by the Head of Strategy & CEO Support Office.
  • Identify quality gaps and improvement initiatives.
  • Develop and deploy a business process improvement methodology to be followed by process owners and process management specialists.
  • Develop and deploy process Improvement Tools and Techniques to enforce processes and SLAs use and benefits realization across Ooredoo Kuwait.
  • Ensure alignment of Ooredoo Kuwait's process framework with the Customer journey as defined by the Customer Experience program.
  • In liaison with HR, establish, maintain and, where appropriate, deliver, a training program of short courses relating to management systems, product and service quality, and business excellence to raise quality awareness across Ooredoo Kuwait.