Business Excellence Lead (VOIS)

Role purpose:

To manage Business Excellence and governance activities as part of the DWS wider team to support the DWS organization in achieving overall goals and metrics of the department including customers’ requirements and operations team needs.

Key accountabilities and decision ownership:

1. Demonstrates good understanding of policies, processes and concepts through experience and helps develop, deliver and advise on processes and activities for the delivery of business
2. Drive transformation programmes.
a. Supports in driving efficiencies and reducing waste across the business (Accelerate).
b. Manage Zero Touch Operation program via scouting the available opportunities to come up with innovative solutions such as process design, operating model revamp & automation in order to deliver and support efficiencies. Building and maintaining live Dashboard to reflect the transformation & automation index within DWS
c. Uses communication skills to exchange ideas and share best practices to support the collaboration between DWS teams and internal business partners (like OPC/ HR/ Finance/ … etc) to identify opportunities for effective and efficient deliverables.
d. Advocates the Business/Process Improvement model, acting as the gatekeeper for processes, communications, enablers and methodologies, which interact across functions ensuring any changes are subject to impact assessments and approvals.

3. Prepare and track the DWS training and development plans in alignment with the Office Leads as well as the HR Learning & development team.
4. Report business KPI to the management for the DWS services.
5. Confirm that every DWS team has an actively updated Knowledge base for reference.
6. Reviewing and maintaining the agreed SLAs with the customer & OLAs with other partners/ vendors.
7. Managing DWS budgetary cycles in alignment with the needed stakeholders, documenting lessons and learnt to improve YOY planning. As well as cost tracking and leaning techniques.
8. Drive the Resource Management activities within DWS as a SPOC to make sure that all resources are properly updated in TSSE HUB and on HFM.
9. MPR tracking and management to make sure that DWS is getting the required support from the HR Recruitment team to close any open vacancies in alignment with the DWS Service Lead.
10. Manage and drive the DWS Business Cases to make sure that approvals are taking place, transition was successfully done and the resource is mapped correctly on TSSE HUB.

Core competencies, knowledge, and experience:

• Customer & Transition Management
• Resource Management
• Financial Management & Cost Reduction.
• Quality Assurance.
• Process & CSI awareness.

Must have technical / professional qualifications:

• Bachelor or master’s degree in Information Technology/ Engineering/ Science/ Economics/ Business Administration.
• 10+ years of experience in Quality of Services and Business Processes in general and 5+ years within IT industries in specific.
• Excellent knowledge and understanding of the telecommunications industry, and IT Services.
• Experienced in Project Management (3+ years) and preferred to be certified PMP/ Agile PM/ Prince 2/ MBA.
• Experienced in Continuous Service Improvements (CSI) methodologies and tools.
• Must have a strong level of business acumen such as knowledge of P&L levers
• Experienced in Business and Process Transformation
• Proven ability to support leadership in preparing & reviewing deliverables, reports & presentations to Senior Leadership.
• Excellent analytical and problem-solving skills, having the ability to effectively analyse situations and impose significant course of action.
• ITIL Foundation & Agile Methodologies are required.

#VOIS #BeUnrivalled #Createthefuture