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business excellence manager

Jumeirah

Manager - Business Excellence - Jumeirah Marsa Al Arab Jumeirah, a global leader in luxury hospitality and a member of Dubai Holding, operates an exceptional portfolio of 31 properties, including 33 signature F&B restaurants, across the Middle East, Europe, Asia and Africa. In 1999, Jumeirah changed the face of luxury hospitality with the opening of the iconic Jumeirah Burj Al Arab and the brand is now renowned worldwide for its distinguished beachfront resorts, esteemed city hotels and luxury residences.Nestled at the tip of a peninsula at the heart of Dubai's most exclusive private beach, Jumeirah Marsa Al Arab is the city's newest luxury lifestyle destination featuring a resort, exclusive residences, an 82-berth superyacht marina, a state-of-the-art spa and fitness center and a wide range of curated dining experiences. About the Job: An opportunity has arisen for a Manager- Business Excellence to join Jumeirah Marsa Al Arab. The main duties and responsibilities of this role:<ul><li>Conduct regular Business Excellence sessions with senior and middle managers to ensure alignment on quality metrics and improvement strategies.</li><li>Provide initial and refresher training for Internal Quality Reviewers, ensuring proficiency in CSI, MGA, and TTC reporting tools.</li><li>Review and present data from customer satisfaction surveys, mystery guest assessments, and other tools to highlight trends, strengths, and areas for improvement.</li><li>Support corrective actions, ensure timely review of MGA reports, and facilitate self-assessments aligned with business excellence models and strategic goals.</li><li>Monitor that all departments review MGA reports within one week and implement aligned action plans to address findings.</li><li>Oversee internal and third-party mystery shopping assessments and other quality measurement tools to validate service standards.</li></ul> About you: The ideal candidate for this position will have the following experience and qualifications:<ul><li>Bachelor's degree in quality management, Hospitality, Business Administration, or a related field; master's degree preferred.</li><li>Minimum 2 years' experience in a Quality Manager or Business Excellence Manager role within the hospitality or service industry.</li><li>Proven experience in operations and implementing quality/business excellence processes and methodologies.</li><li>Strong technical skills with advanced proficiency in Microsoft Office programs.</li><li>Demonstrated leadership, problem-solving, project management, and stakeholder management abilities, with experience facilitating senior staff groups.</li></ul> About the Benefits: We offer an attractive tax-free salary, paid in Dirhams (AED), the local currency of the UAE. In addition, we offer generous F&B benefits, reduced hotel rates across our properties globally, excellent leave and health care package including dental coverage, life insurance, incentive programs, and other employee benefits making the role attractive to high performers and any applicant looking for a career with one of the most luxurious brands in the hospitality industry. Equal Employment Opportunity: Jumeirah is an equal opportunities employer and welcomes applications from qualified candidates.

Manager - Business Excellence - Jumeirah Marsa Al Arab

Confidential

<div>
 
 We are seeking a dynamic
 
 Business Excellence &amp; Governance Lead
 
 to design, implement, and continuously enhance the group&rsquo;s business governance framework. The role will oversee process optimization, SOP implementation, workflow standardization, and performance governance across all shared services including Finance, HR, Procurement, Marketing, and other key support functions.
 
 
 
 
 
 This individual will play a pivotal role in ensuring consistency, accountability, and operational discipline across the organization while supporting digital transformation and system alignment (Oracle NetSuite, Notion, BPM tools).
 
 
 
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 
 Governance Framework Development:
 
 Design, document, and maintain comprehensive group-level Standard Operating Procedures (SOPs) and workflows to ensure structured and compliant operations.
 </li>
 <li>
 
 Process Reengineering:
 
 Lead process improvement initiatives and internal audits to streamline operations, eliminate inefficiencies, and ensure adherence to governance standards.
 </li>
 <li>
 
 Performance Governance:
 
 Establish KPI frameworks, performance tracking mechanisms, and dashboards that translate governance objectives into measurable outcomes.
 </li>
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 Compliance &amp; Policy Management:
 
 Coordinate with Legal to align business operations with compliance, risk management, and governance policies.
 </li>
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 System &amp; Process Integration:
 
 Work closely with Finance and IT teams to align systems such as Oracle NetSuite, Notion, and BPM tools with governance frameworks and operational needs.
 </li>
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 Project Governance:
 
 Oversee and manage group-wide projects to ensure timely execution, budget adherence, and delivery excellence.
 </li>
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 Continuous Improvement:
 
 Foster a culture of continuous improvement, ensuring operational excellence and business efficiency across functions.
 </li>
 </ul>
 
 
 
 
 
 Qualifications &amp; Requirements:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration, Finance, or a related field; Master&rsquo;s degree preferred.
 </li>
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 Minimum 7&ndash;10 years of experience in business excellence, process governance, or transformation roles, ideally within a diversified group or shared services environment.
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 Strong understanding of business process management (BPM), SOP frameworks, and internal control systems.
 </li>
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 Hands-on experience with governance tools and ERP systems (e.g., Oracle NetSuite, Notion, or similar).
 </li>
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 Proven ability to manage cross-functional projects and drive alignment across departments.
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 Exceptional analytical, documentation, and reporting skills.
 </li>
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 Strong communication and stakeholder management abilities, with a structured and execution-focused mindset.
 </li>
 </ul>
</div>

Business Excellence & Governance Lead

CHANEL

<div>
 
 Reports to: Watches &amp; Fine Jewelry Director
 
 
 
 
 Department: WFJ Middle-East
 
 
 
 The High-End Business Manager is responsible for driving the growth and profitability of our high-end Watches &amp; Fine Jewelry segment. This role requires a strategic, entrepreneurial leader who excels in client development, commercial management, and the elevation of the brand&rsquo;s luxury positioning. The ideal candidate combines strong business acumen with a deep passion for exceptional client experiences and exclusive creations, together with a thorough understanding of the luxury market.
 
 
 
 Key Responsibilities
 
 
 
 
 Business Development &amp; Sales
 
 
 
 
 <ul>
 <li>
 Develop and execute strategic plans to grow the high-end business, including annual sales targets and client acquisition/retention strategies.
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 Identify and capitalize on new business opportunities, partnerships, and events to strengthen the brand&rsquo;s presence among VIC clients.
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 Monitor market trends, competitor activity, and client feedback to adapt commercial strategy.
 
 
 
 </li>
 </ul>
 
 Client Relationship Management
 
 
 
 
 <ul>
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 Build and nurture lasting relationships with VIC and H-N-W clients, ensuring exclusive and personalized experiences at every touchpoint.
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 Lead key client appointments, bespoke presentations, and private events, acting as the primary ambassador of the brand&rsquo;s high-end collections.
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 Oversee the clienteling process and ensure meticulous follow-up and after-sales care.
 
 
 
 </li>
 </ul>
 
 Collaboration &amp; Synergy
 
 
 
 
 <ul>
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 Foster close collaboration and synergy with the Fashion division and Fashion advisors to deliver a seamless ultimate experience for clients.
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 Work jointly on cross-category activations, exclusive events, and joint client initiatives to maximize client engagement and opportunities.
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 Collaborate closely with marketing team on events planning and boutiques animations to ensure efficiency and optimization of promotion investments.
 
 
 
 </li>
 </ul>
 
 Team Leadership &amp; Collaboration
 
 
 
 
 <ul>
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 Collaborate closely with retail teams&rsquo; management, sales associates, and marketing to drive client engagement and maximize conversion opportunities.
 </li>
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 Support the professional development of team members by fostering a culture of excellence, luxury service, and commercial performance.
 
 
 
 </li>
 </ul>
 
 Product &amp; Inventory Management
 
 
 
 
 <ul>
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 Oversee high-end product assortment, stock levels, and special orders in alignment with sales objectives and client demand.
 </li>
 <li>
 Work with merchandising and operations teams to ensure timely availability and optimal presentation of high-end pieces.
 </li>
 <li>
 Collaborate closely with Europe HEB Team to ensure alignment of priorities and availability of pieces.
 
 
 
 </li>
 </ul>
 
 Reporting &amp; Analysis
 
 
 
 
 <ul>
 <li>
 Track, analyze, and report on sales performance, client activity, and business KPIs, providing actionable insights to senior management.
 </li>
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 Prepare regular business reviews and contribute to annual budgeting and forecasting processes.
 
 
 
 </li>
 </ul>
 
 Your Energizers
 
 
 
 
 <ul>
 <li>
 Driving the growth of the High-End Watches &amp; Fine Jewelry business and elevating its luxury positioning. Creating exceptional and exclusive client experiences that build loyalty with VIC and HNW clients.
 </li>
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 Developing strategic commercial initiatives and seeing them translate into tangible business results.
 </li>
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 Building strong, lasting relationships and acting as a trusted ambassador of the brand.
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 Partnering across categories (Fashion, Marketing, Retail) to deliver seamless client journeys.
 </li>
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 Leading and inspiring teams to embrace a culture of excellence, luxury service, and performance.
 </li>
 <li>
 Bringing creativity and innovation to client activations, private events, and bespoke experiences.
 </li>
 <li>
 Thriving in a dynamic luxury environment where entrepreneurship and agility are key.
 
 
 
 </li>
 </ul>
 
 You Will Bring
 
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business, Marketing, Luxury Management, or related field.
 </li>
 <li>
 Minimum 5 to 7 years&rsquo; experience in luxury retail, with a focus on high-end watches and/or jewelry.
 </li>
 <li>
 Proven track record in business development, client relationship management, and achieving sales targets in the luxury sector
 </li>
 <li>
 Deep understanding of the luxury customer mindset and knowledge of VIC client expectations.
 </li>
 <li>
 Strong expertise on Jewelry and Watches.
 </li>
 <li>
 Exceptional interpersonal, communication, and negotiation skills.
 </li>
 <li>
 Entrepreneurial spirit, strategic mindset, dynamic and strong leadership capabilities.
 </li>
 <li>
 Willingness to travel as required.
 
 </li>
 </ul>
</div>

High-End Business Manager – Watches & Fine Jewelry Middle-East

<div>
 
 
 About the job
 
 
 
 A leading luxury hospitality group is seeking an Associate Director of Quality to oversee quality, business excellence, and guest experience across all properties. This hybrid role operates at both corporate and cluster level, providing strategic oversight and hands-on guidance to ensure brand standards, compliance, and operational excellence across the portfolio.
 
 
 The successful candidate will lead initiatives that enhance guest experience, maintain health and safety standards, drive learning and development, and ensure consistent delivery of the group&rsquo;s high-quality standards
 
 
 
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Oversee guest experience and service quality across all properties.
 </li>
 <li>
 Ensure brand standards are applied consistently and compliance obligations are met.
 </li>
 <li>
 Lead quality audits, inspections, and continuous improvement initiatives.
 </li>
 <li>
 Coordinate learning and development programs aligned with service excellence goals.
 </li>
 <li>
 Monitor health, safety, and operational risk management across the portfolio.
 </li>
 <li>
 Work closely with property leadership teams to implement corrective actions and best practices.
 </li>
 <li>
 Develop and report on KPIs related to quality, guest satisfaction, and operational excellence.
 </li>
 <li>
 Collaborate with corporate leadership to drive strategic quality initiatives and business excellence programs.
 </li>
 </ul>
 
 
 
 
 
 Key Requirements
 
 
 <ul>
 <li>
 8&ndash;10+ years&rsquo; experience in quality management, guest experience, or hospitality operations, preferably in multi-property or luxury hotel groups.
 </li>
 <li>
 Strong understanding of service quality frameworks, brand standards, and business excellence principles.
 </li>
 <li>
 Hands-on experience with quality audits, inspections, and continuous improvement processes.
 </li>
 <li>
 Experience coordinating learning and development initiatives in a hospitality context.
 </li>
 <li>
 Knowledge of health, safety, and regulatory compliance in hotel operations.
 </li>
 <li>
 Excellent communication, leadership, and interpersonal skills.
 </li>
 <li>
 Ability to operate at both strategic and operational levels across multiple properties.
 </li>
 </ul>
 
 
</div>

Associate Director - Quality

Commercial Bank of Dubai

Job Purpose: To monitor and enhance service excellence across branch and elite banking operations, ensuring high customer satisfaction and adherence to service standards. Principal Accountabilities: Job Responsibilities Monitor branch and elite banking complaints, ensuring timely resolution and customer satisfaction. Develop strategies and initiatives to improve the Net Promoter Score (NPS) for Elite segment. Review and analyse Mystery Shopping reports to identify areas for service improvement. Conduct monthly knowledge assessments to ensure staff are up to date with policies and procedures. Oversee the completion of Control Tests (CTs) by all branches. Conduct frequent tests on Business Continuity Plan (BCP) to ensure uninterrupted service during emergencies. Handle Trans Guard &amp; Vendor payments efficiently and accurately. Plan and organize staff events for better engagement and team building fostering a positive work environment that enhances collaboration and morale for Elite and Branch Distribution

Branches Service Excellence Manager

ADB SAFEGATE

Customer complaint handling, escalation, and moderation
<ul>
<li>Active owner, driver &amp; support of root cause analysis of complaints and non-conformances for customers in MEA region.</li>
<li>Lead 8D resolution and act as 8D process owner to coach &amp; challenge stakeholders both on content as on structure, to ensure 8D resolution to customer satisfaction and that the company s overall maturity of running 8D methodology increases year on year.</li>
<li>Conduct 8D training and coaching sessions on region &amp; global level and provides support on 8D methodology related questions.</li>
<li>Support the region in coordinating, guiding, and handling customer claims, to track resolution and establish a system to record the activities.</li>
<li>Establish regular claim reviews with teams to identify repetitive / systemic issues, escalation needs and drive resolution.</li>
<li>Guides loose issues into the agreed complaint handling process flow.</li>
<li>Where necessary, act as bridge between the Regions and the Business Lines, Manufacturing and Supply Chain for the resolution of quality issues.</li>
<li>Drive corrective and preventive actions via timely communication with Product Management and Engineering Change process.</li>
<li>Ensures that all major issues are addressed in correct manner (8D-method, reporting, ownership, team set-up, provisions, ), either on global or on local level and that management is kept informed of critical issues, as required.</li>
</ul>
Quality performance monitoring &amp; reporting
<ul>
<li>Facilitate global 8D-cockpit. Compiles the meeting agenda, lines up the required attendees, guides &amp; moderates the meeting. Challenges 8D team leaders &amp; management where necessary on chosen directions. Documents decision &amp; actions, communicates them, and comes back on them when needed.</li>
<li>Ownership &amp; review of monthly reports of key KPI (i.e. NCC (non-conformance costs), CAR closure rate, audit adherence, etc.).</li>
<li>Communication of the Quality performance with the management team and driving continuous improvement via corrective action follow-up.</li>
</ul>
Quality management systems
<ul>
<li>Develop QHSE plans for customer turn-key projects &amp; support the set-up and maintenance across MEA.</li>
<li>Develop process documents and guidelines to complement the existing Global QMS.</li>
<li>Develop and perform quality training to Project teams.</li>
<li>Perform internal audits on Project Sites to assist the Project teams in proper implementation of established processes and selected software solution.</li>
<li>Establish a Document Management System for the Region and support implementation.</li>
<li>Lead and host audits by third-parties (customers, certification bodies, etc.), where required.</li>
<li>Share and maintain the Quality portal hosting the global QHSE management systems with regions.</li>
<li>Liaise with global QM workgroup for definition and implementation of global guidelines, rules and structure.</li>
</ul>
Business Excellence &amp; Continuous process improvement
<ul>
<li>Drive process improvement and simplification by analysis of existing business processes to find risks and opportunities and to determine root causes.</li>
<li>Drive change across the organization and act as internal advisor to support departments. Incorporating Six Sigma practices, the goal is to facilitate progress and reduce costs, focusing on effectiveness, efficiency, customer and user experience.</li>
<li>Coordinate and lead projects for improvement across the organization.</li>
<li>Monitor progress of corrective actions in order to check if changes yield desirable results.</li>
</ul>

Quality Manager

AD Ports Group

Job DescriptionLeads business process improvement initiatives that result in operational efficiencies and/or an increase in customer satisfaction. Assists in development of Nishan Security Services  business process improvement methodology and in the implementation of a business process improvement capability.ResponsibilitiesKey Responsibilities: Support strategic planning by contributing to the development and execution of plans aligned with organizational goals. Coordinate with departments such as Security Operations, International, and Business Support to ensure seamless integration of initiatives. Monitor performance metrics and lead initiatives to improve efficiency and service delivery. Use AI tools to analyze data, generate insights, and support decision-making across projects and operations. Maintain and enhance operational dashboards using AI and analytics to track KPIs and performance trends. Manage assigned projects, ensuring timelines, resources, and deliverables are aligned with business objectives. Apply Lean principles to identify inefficiencies and implement process enhancements. Assist in implementing controls and monitoring risks to ensure compliance with internal and external standards. Mentor team members in project management, Lean practices, and basic AI literacy to build internal capabilities. Facilitate clear and consistent communication with stakeholders regarding project status, risks, and outcomes. Assess new tools and technologies, including AI platforms, for potential adoption to improve operations. Support resource allocation and capacity planning to meet project and operational needs. Organize and deliver training sessions to promote continuous learning and improvement across the team. Encourage experimentation with digital solutions and contribute to pilot programs for new technologies. Maintain accurate project documentation, including RAID logs, charters, and lessons learned, ensuring transparency and accountability.Qualifications Bachelor s Degree

Manager Business Transformation & Excellence

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