Head of Operational Quality Al Futtaim Automotive UAE

Al Futtaim Group is currently seeking an experienced and qualified individual to take on the role of a Head of Operational Quality. The selected candidate will be accountable for creating a suite of standards for Al Futtaim Automotive and managing a team to ensure the maintenance of such standards across central teams, brands, markets and branch operations, whilst in parallel rigorously assessing processes and ways of working to identify and unlock efficiency and value.

Duties of Head of Operational Quality

Operating Standards

• Define and manage consistent operating standards across Al Futtaim Automotive covering central functions and network of dealerships in the UAE and international markets.
• Define and manage checks and measures processes for ensuring adherence to operating standards and creating tooling/ approaches to lower the barrier to adherence and make it easier for people to be successful.
• Assess and onboard agency to support in the creation and refreshes of operating standards moving forward.

Brand/Market Standards

• Be the central (and neutral) point of co-ordination to ensure that best practice is shared and experiences are optimized across the markets and brands.
• Review and assess OEM directives and standards mandates to understand what is required for operating standards.
• Does not extend to network strategy and/or CI standards.

Operational Processes & SOPs

• Oversee routine reviews on organizational RACI across Al Futtaim Automotive teams and functions.
• Manage Process Value Manager(s) in the review of identification of areas we can improve how we operate as a business.

What You’ll Do More?

Training & Change Management

• Curate a programme to reinvigorate  people around operational change and high performance enabling people to actively contribute to ideation.
• Including establishing the framework for way of working, interactions, accreditations/pathways, reward and steering/coaching.

Mystery Shop Programme

• Upgrade and optimize the existing Al Futtaim Mystery Shop programme (for new, used and aftersales)
• Upgrade and optimize the existing Al Futtaim NPS programme, including the establishment of effective used vehicle NPS tracking
• Create proposal for ‘back office’ mystery shop activities to ensure visibility of the Al Futtaim Automotive end to end picture.

 Eligibility Requirements

Eligibility requirements for role of a Head of Operational Quality are as under:

• Bachelor’s Degree in relevant field.
• Minimum 10 years’ experience.
• Process management experience.

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