General Manager of Institutional Excellence & Operations

Job Summary:

The GM of Institutional Excellence & Operations is responsible for leading the development and implementation of frameworks, methodologies, and systems that enhance operational performance, quality, and institutional excellence within the Authority.

This role combines both strategic and operational responsibilities , ensuring alignment between institutional excellence initiatives, quality management, and day-to-day operations across all departments. The position aims to drive continuous improvement, operational efficiency, and service excellence in line with the Authority’s strategic objectives and Vision 2030.

Key Responsibilities:

Institutional Excellence & Quality Management

• Develop and implement the Authority’s institutional excellence framework based on best international standards (EFQM, ISO, or similar).
• Lead quality management programs to ensure consistent service delivery and operational excellence.
• Establish and monitor Key Performance Indicators (KPIs) to measure organizational performance.
• Manage internal audits, performance assessments, and excellence awards submissions.
• Oversee the preparation of performance dashboards and reports for senior management.
• Identify improvement opportunities.

Operations & Process Improvement

• Develop and enhance standard operating procedures (SOPs) across key operational areas.
• Lead initiatives for process re-engineering and optimization to improve efficiency and reduce waste.
• Oversee operational governance and ensure compliance with internal and external regulations.
• Support departments in identifying operational challenges and implementing effective solutions.
• Drive a culture of performance, accountability, and continuous improvement across all teams.

Strategic Alignment & Leadership

• Ensure that operational and excellence initiatives are aligned with the Authority’s strategic plan.
• Collaborate with directors and managers across departments to embed best practices in performance and quality.
• Lead and mentor teams within excellence, performance management, and operations.
• Prepare strategic and progress reports for senior leadership and external stakeholders.

Qualifications:

• Bachelor’s degree in Engineering, Business Administration, Quality Management , or related field (Master’s degree preferred).
• Minimum of 10 years of experience in institutional excellence, operations management, or performance management — including at least 4 years in a leadership role .
• Professional certifications such as EFQM Assessor, ISO Lead Auditor, or PMP are preferred.
• Fluency in Arabic and English (written and spoken).

Required Skills & Competencies:

• Strong knowledge of institutional excellence frameworks and performance management systems.
• Proven ability to manage and optimize operational processes .
• Excellent analytical, problem-solving, and decision-making skills.
• Ability to lead cross-functional teams and drive organizational change.
• Exceptional communication and stakeholder engagement skills.
• Experience in governmental or semi-governmental environments is an advantage.