Company:
Ooredoo is an organization on the move. Thanks to our dedicated employees, we continue to move closer to our vision to be among the top 20 telecom companies in the world by 2020.
We are a dynamic global communications company operating in 17 countries across the Middle East, North Africa and Asia. We cover more than half a billion people and serve more than 68 million customers.
In Kuwait, we employ nearly 1,000 talented people, all of whom lead Ooredoo to be the number one choice for world-class telecom services in Kuwait. In the face of intense competition, increasingly sophisticated technology and increasing customer expectations, nothing is more important to our success than our team – a team you can be a part of.
Ooredoo’s future is bright, and you can be part of our continued success.
Role:
To establish and maintain the Ooredoo Kuwait Quality Management System by defining processes and controls that comply with ISO 9001 and apply the principles of business excellence and eTOM principles, thereby ensuring alignment between strategic, operational and performance management requirements.
Provide quality management tools and methods aimed at achieving a sustainable business impact of operations and maximizing operational effectiveness in line with the overall strategy of Ooredoo Kuwait.
Main responsibilities and activities:
Take on the role of the managing representative of Ooredoo Kuwait ISO responsible for establishing and maintaining the quality management system, and to do so maintain communication with certification bodies.
Implementing quality management practices to ensure that the management system is maintained.
Establishing and maintaining the Business Excellence framework linked to the European Foundation for Quality Management within Ooredoo Kuwait and managing the Business Excellence Model Program.
Overall responsibility for maintaining integration with various management systems (Quality/Environment/Health and Safety/Information Security/Business Continuity Management Systems) for convenience and effectiveness and ensuring continuous compliance with approved international standards along with relevant programs and certifications Establish and maintain an operations framework eTOM related business for product fulfillment operations.
Maintain process maps and definitions for all major business processes.
Identify and agree with process owners, key process performance and compliance indicators aligned with strategic requirements.
Identify appropriate process performance management tools (SLAs, work colleges, and KPIs) and obtain cross-functional approvals. Manage self-assessment and external assessments as part of the European Foundation for Quality Management programs as required.
Lead periodic business excellence assessments of business operations to ensure adequacy, effectiveness and efficiency of operations, and fully implement supporting policies and procedures.
Managing third party audits of suppliers.
Liaise with business departments to ensure their compliance with ISO 9001 requirements.
Develop and implement action plans to address any non-compliance or deficiencies detected through assessments jointly with relevant stakeholders.
Conducts special assessments/investigations as requested by the Head of Strategy Support Office and Executive Director to identify quality gaps and improvement initiatives.
Develop and disseminate business process improvement methodology to be followed by process owners and process management professionals.
Develop and deploy process improvement tools and techniques to enforce the use of processes and service level agreements and realize benefits across Ooredoo Kuwait.
Ensure that the Ooredoo Kuwait framework is aligned with the customer journey as defined in the Customer Experience Programme. In coordination with Human Resources, create a training program for short courses related to management systems, product and service quality, and business excellence, and maintain, and deliver, when required, to raise awareness of quality across Ooredoo Kuwait.
qualifications:
Bachelor’s degree (Engineering, Marketing, Business or Science) or equivalent in a related business field.
other information:
At least 5 years of experience in a telecom company or service-based business.
Leadership qualities and interpersonal skills to supervise employees and communicate company-wide with all levels of management.
Knowledge of management systems, process development, business processes, principles and techniques of office controls.
Computer proficient, especially with regard to Microsoft Office products and Microsoft Project
ISO certified lead auditor / EFQM evaluator / Six Sigma Black Belt / any specialization in process / process improvement methodology etc.
Note: You will be asked to attach the following:
– Resume / CV
We are a leading international communications company providing mobile, fixed, broadband and managed services to businesses tailored to meet the needs of consumers and businesses across markets in the Middle East, North Africa and Southeast Asia. As a community-focused company, we are guided by our vision of enriching people’s lives and our belief that we can stimulate human growth by leveraging connections to help people achieve their full potential.
Formerly known as The Qtel Group, we have a customer base of $92.9 million and revenue of $9.3 billion in 2012.