FIND_THE_RIGHTJOB.

Total Quality Management Director

Saudi Arabia

Overview

Oversee and develop excellence frameworks for AlUla & RCU, ensuring the successful delivery of the organizational excellence roadmap to enable efficiency, promote quality benefit realization, and set the continuous quality improvement culture. In addition, prepare and implement RCU's customer experience enhancement plans to raise the overall customer satisfaction while supporting the positioning of RCU locally, regionally and internationally through identifying premium awards & accreditations that are aligned with RCU's vision and strategic objectives.

Job Details

Job Title in English: Total Quality Management Director
Career Band: E1
Job Title in Arabic: مدير الإدارة العامة لإدارة الجودة الشاملة
Sector: Strategy and Digital
Job Location: Head Office
General Department: Organizational Excellence
Grade: 11
Department: Total Quality Management
Report To: Organizational Excellence VP

Functional Responsibilities

Manage and support RCU's business units in setting up quality management systems that suit their mandates in compliance with ISO standards and other national and international quality and excellence frameworks and guidelines.
Drive, design, and continually monitor the implementation of quality framework, quality standards, management systems' governance, and management manuals/processes to maintain effective management systems.
Oversee the planning and conducting of internal quality assessments on established systems to identify areas for improvement and ensure continual enhancement within business unit operations.
Manage and support RCU's business units in setting up the quality features for the internal and external services.
Support positioning RCU locally, regionally and internationally through identifying premium awards & accreditations including business excellence awards that are aligned with RCU's vision and strategic objectives.
Oversee the development and execution of RCU's Customer Experience plans, including measurement frameworks, data collection and analysis, and advising on initiatives to enhance satisfaction, with actionable recommendations to drive improvements.
Direct the planning and implementation of comprehensive customer studies and surveys to assess satisfaction levels and identify actionable insights, along with testing the set customer satisfaction targets.
Guide the excellence process by creating the excellence enhancement plans and frameworks for the services provided/value proposition to AlUla & RCU, for relevant stakeholders serving the county to implement them.
Plan and develop excellence frameworks for AlUla & RCU, ensuring the successful delivery of the organizational excellence roadmap, in alignment with the relevant departments.
Oversee awards and accreditations management across RCU and AlUla, including developing reporting systems and maintaining a master log that tracks current and targeted recognitions for upcoming periods.
Set KPIs to measure effectiveness of excellence frameworks in real time, conduct periodic assessments to address gaps, and ensure KPIs are linked to award achievements to incentivize pursuit of high standards and recognition.
Partner with the relevant sectors and departments (e.g., Tourism Strategy Excellence, Local Governance Excellence) on identifying and addressing customer expectations, ensuring services are tailored to meet or exceed these expectations
Oversee planning of prescriptive remedies for organizational activities that may impair operations, products, or service excellence across AlUla & RCU, ensuring effective use of resources to achieve optimal results.
Drive the development and governance of internal Service Level Agreements (SLAs) to ensure cross-departmental alignment, accountability, and performance tracking in support of organizational objectives.
Evaluate and assess the excellence plans and framework implementation to ensure continuous improvement and value creation for stakeholders.

Managerial Responsibilities

Contribute to the sector's short- and long-term strategy from the Department's perspective in line with RCU overall vision and mission.
Develop the Department's strategy, objectives, KPIs annual operational plans and ensure plan execution is meeting the targets.
Direct the Department's connection to its customers, whether internal or external, to ensure customer needs are met effectively.
Ensure effective staffing, professional development, and deployment of staff of the sector in consultation with the Sector Executive
Oversee the development, maintenance, implementation and adherence of the department policies and procedures as well as the overall performance of the department.
Prepare and submit the Department's annual budget for approval taking all planned activities and necessary investments into consideration by monitoring the financial performance.

Academic Qualifications