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.
The purpose of the role:
Develop, map and improve business processes at the company level for the purpose of improving efficiency and quality and ensuring high performance of the company’s operations. In addition to implementing and monitoring all operational excellence activities thus enhancing business performance and efficiency across Ooredoo Kuwait.
Main Responsibilities and Responsibilities:
Lead process development projects by applying process development methodology.
Develop/reengineer business processes aimed at improving business efficiency.
Develop working knowledge of process improvement methodologies, team roles and responsibilities, project management and provide advice and guidance to quality teams on quality issues.
Analyze process models coming from new and existing processes to identify QMS requirements and identify gaps in RACI within the process model by reviewing information with process owners before documenting process activities.
– Clearing ambiguities of process activities by conducting interviews with various stakeholders in the same process as part of the document review process.
Identify key performance and compliance indicators for the process and agree on common performance objectives with process owners.
Identify appropriate process performance management tools (SLAs, SMCs, KPIs) and obtain cross-functional approvals. Measure, monitor and manage the performance of business operations.
Determine the need for upgrades and redesigns.
Document and update the documented process activities as per Ooredoo Kuwait documentation requirements.
Create and develop monitoring management tools to enforce the use of processes and service level agreements and realization of benefits to provide tangible results for the implementation of processes and eliminate waste across Ooredoo Kuwait. Conduct periodic re-evaluation of operations, based on demand for jobs (either based on standard plans, or based on specific requests).
Carry out Operations Review Meetings (PRMs) in accordance with established procedures to ensure the effectiveness of Ooredoo Kuwait’s operations and compliance with the management system.
Develop and implement process improvement programs and monitor the progress of the initiators.
– Performing any other related activity considered within their competence, when required. Preparing evaluation schedules, plans, directives, performance and reports related to process implementation checks for approved/integrated management systems (
– QMS, HSE, BCMS, ISMS, etc.) as directed by Senior Manager, Business Excellence. Conduct private and tripartite audits and investigations, as appropriate.
Track, monitor and escalate Corrective and Preventive Actions (CAPAs) based on PIC Action Points managed/implemented by the Business Excellence Division, ensuring compliance with ISO 9001 and supporting policies and procedures for full implementation.
Conduct quality/ISO/EFQM awareness sessions, assessor/auditor training, etc.
Facilitate changes to QMS documents where departments lack capacity.
Act as change manager for Quality Management System documentation by reviewing procedure documents and forms prior to issuance to ensure their compliance with ISO 9001 and Quality Management System requirements.
Conducting self-assessments and implementing the Quality Excellence Model program based on the EFQM Excellence Model and RADAR System.
Review/analyze results from various sources (Customer Retention Study / Mystery Shopping / VOCE / EFQM Self-Assessments / External Assessments and ensure that process issues are communicated to the appropriate stakeholders and action plans are developed and implemented in a timely manner (as part of review meetings) the operation).
– Applying quality management methodologies to improve the efficiency of Ooredoo Kuwait’s operations. (For example, Six Sigma, Total Quality Management, Kaizen, etc.)
– Performing any other related activity considered within their competence, when required. Take responsibility for proactively self-improvement by developing business insights, knowledge, and innovations in the relevant area of expertise.
Other duties as directed by supervisor or other superiors.
Qualifications / Requirements:
– University degree or equivalent specialized in a related field.
other information:
5 years commercial experience required.
Knowledge of Quality Systems (ISO 9001) and Excellence Models (EFQM)
Computer proficient, especially in relation to Microsoft Office products and Microsoft Project
– Knowledge of business processes
Knowledge of the telecom industry would be an advantage.
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 reported revenues of US$9.3 billion in 2012.