Officer, Performance & Quality, Olayan Saudi Holding Co, Riyadh, KSA

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Role Purpose

 

The job holder is expected to productively work with moderate supervision and guidance. Responsibilities include supporting the development and execution of overall shared services’ quality and performance strategy covering the following areas: Performance Management, Analytics & reporting, Compliance management, Quality management, Customer Relationship management (CRM), Service Level Agreement (SLA) management, Policy, process & procedures.
Job Accountabilities & Activities

 

- Engage in the development of measurement metrics to track SSC performance and measure value creation, productivity, efficiency, and quality.
- Promote the development, automation and standardization (as applicable) of SSC processes, Authorization in line with best practices.
- Support innovation, identify and disseminate best practices within the SSC.
- Contribute to the development, update and propagation of SSC policies and guidelines across the whole of SSC.
- Drive the development of the complaints and compliments service to ensure that SSC meets customer & stakeholders needs and wants.
- Performance of services and ensure accountabilities for the quality integrity and accuracy of the services provided.
- Support in the development of best practice, policy and procedures, providing independent assurance in terms of gate reviews.
- Validate and challenge SSC functions’ RCA and corrective actions and initiatives.
- Monitor and manage SSC SLA KPIs and deliverables.
- Ensure audit compliance of SSC to develop policies and guidelines and establish appropriate control mechanisms.
- Promote and nurture a proactive, continuous improvement and transformation culture, across all corporate entities, which embraces change as an opportunity for providing truly great services.
- Sustain relationship with customer “CRM”.
- Contribute to the delivery of an effective, customer focused operational customer insight service.
- Ensuring that complaints are resolved satisfactorily within a timely manner and customers receive high quality service.
- Proactively assist the teams in the Delivery Portfolios.
- Coordinate, and manage data-driven, quality assurance and performance measures and programs to support ongoing operations at SSC.
- Work with the SSC function heads to develop, implement, and manage functions operational performance, analysis tools, processes and systems to a consistently high standard and to ensure effective analysis of performance for all business elements.
- Conduct day-to-day performance monitoring, measurement, and analysis to continuously assess SSC’s business performance.
- Develop an in-depth understanding of all relevant schemes, undertaking analysis, identifying trends and issues and providing meaningful and insightful commentary to add analytical value to the performance data.
- Maintain strong relationships with Organization stakeholders and Support Service leaders, establish service terms, performance standards and feedback channels.
- Align with compliance, legal, and audit teams while governing established “processes, procedures & work instruction”
- Act as point of contact for our customers to resolve complaints and resolve performance disputes.
- Co-ordinate the process to capture customer surveys utilizing different methods of communications with customers to drive continuous business improvement.
- Develop close partnership working with a variety of internal managers/teams.
- Promote and maintain excellent customer relationships both internally and externally always adopting a customer focused approach.
- Support different types of external audit such as government audit, ISO, customers audits..etc.
- Define and develop reports and dashboards for Services, Projects, and Portfolios.
- Provide the insight to the business and delivery functions that will enable them to apply learnings to future projects and programs and deliver even greater benefits.
 performance and completeness of plans.
- Prepare periodic accountability and status of performance and quality improvement reports, including impact and outcome reviews.
Education & Certifications

 

Bachelor’s degree Industrial Engineering / Business Administration or relevant degree, Preferred KPIs/QA certification.
Required Years of Experience

 

3 to 4 years in field of performance/compliance/Reporting.

DETAILS TO REGISTER FOR THIS JOB:
NOTE: ATS-friendly CV is COMPULSORY!

https://olayancareer.com/job/Riyadh-Officer%2C-Performance-&-Quality/855016723/


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