What Jobs are available for Contract Excellence in the United Arab Emirates?

Digital transformation solutions provider for industrial operations, helping manufacturers improve efficiency, safety, and decision-making through real-time data, automation, and integrated software tools.

Service Delivery & Maintenance Operations:

• Lead and oversee the delivery of technical support and maintenance services.
• Supervise a team of engineers and service professionals, ensuring high service standards.
• Develop and maintain proactive maintenance schedules to reduce client downtime.
• Work closely with clients to tailor support based on their operational needs.

Quality Assurance & Process Optimization:

• Monitor performance metrics and implement continuous improvement initiatives.
• Conduct service review meetings with clients to gather feedback and refine offerings.
• Introduce best practices to elevate the overall quality of service.

Team Management & Development:

• Hire, train, and coach customer service staff.
• Lead performance management and professional development efforts.
• Foster a collaborative, customer-focused team culture.

Client Engagement & Retention:

• Act as the primary point of contact for post-sale client issues.
• Build trusted relationships with key stakeholders.
• Anticipate and resolve client concerns to support retention.

Data Management & Reporting Tools:

• Maintain accurate documentation of client interactions and service activities.
• Provide regular reports on service delivery and customer satisfaction.
• Use CRM and service platforms to monitor progress and track KPIs.

• Bachelor's degree in Engineering or a related discipline.
• 10+ years of experience in customer service or maintenance management within a digital, technical, or industrial environment.
• Strong team leadership and communication skills.
• Proficient in CRM and maintenance software.
• Fluent in English; Arabic is strongly preferred.

Overview

Posted on: 28 April 2025

Department: Process Excellence

Location: Dubai

Experience required: 8 - 12 years

Global Head of Process Excellence

The Head of Process Excellence will lead the design, standardization, and continuous improvement of global freight forwarding processes, ensuring seamless integration with operational and business intelligence systems and back-office service center. The role focuses on enhancing process quality, operational efficiency, and business KPIs. This role will also oversee the coordination and collaboration with the Global Service Centre and represent Business and process Requirement to IT to ensure end-to-end process optimization and alignment. Through strong leadership, collaboration, and analytical expertise, the Head of Process Excellence will establish robust operational foundations to support the organization’s global growth and competitiveness.

• Process Standardization & Improvement:
  • Conduct process discovery and mapping to analyze business processes, utilizing BPM tools and methodologies to model and simulate current and future states.
  • Lead the development and implementation of global process standards, ensuring efficient, high-quality operations across all regions.
  • Develop and maintain process documentation, SOPs, and workflow diagrams in alignment with PTO guidelines.
  • Collaborate with cross-functional teams to ensure processes are standardized, scalable, and compliant with local and global regulations.
  • Collaborate with cross-functional teams to gather process requirements, document workflows, and design innovative solutions to optimize business operations.
  • Facilitate process workshops and training sessions to drive understanding, adoption, and continuous improvement across the organization.
• Continuous Improvement & Innovation:
  • Identify and design innovative process solutions and workflows to achieve strategic objectives and operational excellence.
  • Utilize data analytics to monitor KPIs and identify opportunities for improvement, including potential digitization and automation initiatives.
  • Spearhead Business Excellence self-assessment deployment across organisation in line with PTO standards to drive continuous improvement.
  • Partner with stakeholders to drive change management initiatives, ensuring successful implementation of process improvements.
  • Train and support teams in process mapping and improvement identification, building organizational capability in process excellence.
  • Lead change management efforts to ensure smooth adoption of process improvements and system changes, including training and communication plans.
  • Develop reporting frameworks for real-time tracking of process performance and operational success.
  • Monitor key business KPIs related to process quality, efficiency, and operational performance, ensuring alignment with strategic goals.
  • Provide thought leadership in enhancing the use of CargoWise for operational efficiency, data management, and reporting.
  • Work closely with the Global Service Centre to ensure efficient handling of back-office processes, alignment of KPIs and SLAs, and regular reviews of same.
• Leadership & Stakeholder Engagement:
  • Lead a team and foster a culture of continuous improvement and high performance.
  • Engage with regional and country-level leaders to understand operational challenges and ensure solutions meet global standards while accommodating local needs.
  • Regularly report to senior management on process improvement initiatives, performance metrics, and opportunities for further optimization.
• Key Performance Indicators:
  • Process Efficiency: Improvement in operational process cycle times and reduction of bottlenecks; achievement of standardized process execution across all regions.
  • Quality of Process Documentation: Percentage of processes documented in alignment with global standards; timeliness and accuracy of process documentation updates.
  • Adherence to Global Standards: Percentage of regional offices fully compliant with global SOPs and process standards; results of internal and external process audits; successful rollout and adoption rate of new process initiatives; number of process improvement initiatives completed on time and within scope; level of stakeholder engagement and satisfaction with change initiatives; successful training sessions conducted and user adoption rates.
  • Cost Savings and Operational Efficiency Gains: Quantifiable cost savings resulting from process optimization initiatives; improvement in operational efficiency and productivity metrics.
  • KPI Monitoring and Reporting: Accuracy and timeliness of KPI reporting across regions; use of data analytics to identify trends and drive continuous improvement.
• Key Interactions (Internal | External):
  • External: BPM Consultants & Vendors; Training Providers; Industry Associations.
  • Internal: Global CPTO & Senior Leadership; Regional & Country Heads; IT & Digital Transformation Teams; PTO Office & Global Teams; Branch Offices.

• Education: Bachelor’s degree in Business, SCM, Logistics, Operations Management, or related fields (Master’s preferred).
• Certifications in Lean Six Sigma, Project Management, or Change Management are highly desirable.
• Background and experience: Minimum of 8-10 years of experience in process improvement and operational excellence, preferably within the freight forwarding, logistics, or supply chain industries.
• Strong experience in process discovery, standardization, and improvement using BPM tools and methodologies.
• Proven track record of identifying improvement opportunities and designing effective process solutions.

• Minimum of 5 years of experience in leading cross-functional teams and driving collaborative process improvement initiatives.
• Proficient in data analytics, performance monitoring, and reporting to drive decision-making and process optimization.
• Demonstrated success in leading change initiatives and ensuring smooth adoption across global operations.
• Familiarity with BPMS software and data analytics/reporting tools; knowledge of CargoWise and its application in global freight forwarding operations.
• Experience working with a Global Service Centre and understanding of back-office processes.
• Strong leadership skills with a proven track record of leading cross-functional teams and driving cultural change.
• Excellent problem-solving, analytical, and communication skills with proven track record and proficiency in process improvement methodologies (Lean, Six Sigma, BPM) and experience leading large-scale transformation projects.
• Process Standardization & Mapping: Skilled in developing and maintaining global process standards and SOPs.
• Training & Development: Ability to train teams in process mapping and improvement methodologies.
• Change Management: Effectively manages change initiatives and ensures smooth roll-out.
• Analytical Skills: Strong data-driven decision-making and continuous improvement capabilities.
• Stakeholder Management: Engages stakeholders to align and implement process improvements.
• Core Competencies:
• Strategic Thinking; Problem-Solving; Leadership & Influence; Communication; Collaboration; Adaptability.
• Professional Development: Commitment to further pursuing mastery and certifications in related fields.

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Overview

A leading organisation is undergoing a major transformation, including an ERP transformation. To support this journey, the IT organisation has defined a new Target Operating Model and is building leadership capability to strengthen governance, process discipline, and business alignment.

• Lead business partnership for the business, ensuring technology initiatives align with business priorities.
• Drive process excellence to standardise, optimise, and embed best practices.
• Govern demand intake, business case prioritisation, and SAP change/configuration management to ensure structured decision making.
• Champion continuous improvement, leveraging methodologies such as Lean Six Sigma to eliminate inefficiencies and drive innovation.
• Manage senior stakeholder engagement ensuring clear communication, alignment, and escalation management.
• Lead and develop teams across business partnership and process excellence, building a culture of delivery, collaboration and improvement.

• Bachelor's degree in Business, Engineering, or related field (MBA preferred).
• Proven senior leadership experience (12 - 15 years) in process excellence, business transformation, or business partnership roles.
• At least 5 years working in an SAP environment (finance, retail, or O2C processes); SAP Signavio experience highly desirable.
• Strong track record in governing demand, portfolio prioritisation, and process redesign within complex organisations.
• Skilled in process improvement methodologies (Lean, Six Sigma, or similar) with a record of delivering measurable outcomes.
• Exceptional stakeholder management and influencing skills, with experience engaging 30-40 senior executives at C-suite/board level.
• Experienced people leader with the ability to build and mentor high-performing teams.

Overview

A leading organisation is undergoing a major transformation, including an ERP transformation. To support this journey, the IT organisation has defined a new Target Operating Model and is building leadership capability to strengthen governance, process discipline, and business alignment.

• Lead business partnership for the business, ensuring technology initiatives align with business priorities.
• Drive process excellence to standardise, optimise, and embed best practices.
• Govern demand intake, business case prioritisation, and SAP change/configuration management to ensure structured decision making.
• Champion continuous improvement, leveraging methodologies such as Lean Six Sigma to eliminate inefficiencies and drive innovation.
• Manage senior stakeholder engagement ensuring clear communication, alignment, and escalation management.
• Lead and develop teams across business partnership and process excellence, building a culture of delivery, collaboration and improvement.

• Bachelor's degree in Business, Engineering, or related field (MBA preferred).
• Proven senior leadership experience (12 - 15 years) in process excellence, business transformation, or business partnership roles.
• At least 5 years working in an SAP environment (finance, retail, or O2C processes); SAP Signavio experience highly desirable.
• Strong track record in governing demand, portfolio prioritisation, and process redesign within complex organisations.
• Skilled in process improvement methodologies (Lean, Six Sigma, or similar) with a record of delivering measurable outcomes.
• Exceptional stakeholder management and influencing skills, with experience engaging 30-40 senior executives at C-suite/board level.
• Experienced people leader with the ability to build and mentor high-performing teams.

Date: Jan 11, 2025

Company: Abu Dhabi Accountability Authority

Job Objective

Implement Corporate Excellence and Quality activities within Abu Dhabi Accountability Authority (ADAA) including but not limited to promoting organizational excellence standards and implementing a quality management system to ensure a culture of excellence throughout the Authority, implementing internal excellence awards program in line with the best industry standards and practices, and conducting corporate and internal surveys to support ADAA’s mission and vision.

Key Responsibilities/Duties

A. Strategy and Planning

• Contribute to the development, implementation, and update of the section related policy, procedures manual, delegation of authority, systems user manuals, and standard forms, and ensure alignment with ADAA’s overall policies and procedures.
• Contribute to the development, implementation, and update of the sections’ strategic, budget and procurement, and operational plans ensuring alignment with the department and sector strategy and objectives, and ADAA’s mission and vision.
• Assist in the development of the section Key Performance Indicators (KPIs) and ensure to meet individual KPIs to improve efficiency and effectiveness.

B. Operations

• Conduct periodic review and evaluation of ADAA’s corporate processes in cooperation with ADAA’s organizational units and measure the effectiveness and efficiency of the processes based on KPIs for continuous improvements.
• Implement quality management system by processing the necessary accreditations and certifications, e.g., ISO standards, and monitor the validity in order to promote ADAA’s adherence to excellence and quality management requirements.
• Implement programs and initiatives to enhance the corporate culture throughout the Authority.
• Implement ADAA internal excellence award programs and ensure alignment of policies and procedures with Government Excellence Model (GEM2) and the European Foundation for Quality Management (EFQM).
• Develop and administer corporate and internal surveys such as employee satisfaction surveys, subject entities awareness surveys, etc., as requested; analyze results, provide recommendations and submit reports to management for review.
• Contribute to the development of organizational improvement plans based on the outcome of the SWOT analysis conducted, gaps identification, observations, and survey results; and implement action plans in coordination with concerned organizational units.
• Participate in knowledge exchange and benchmarking processes with approved external entities and audit authorities in order to implement best practices within the Authority.
• Implement innovation, suggestion, and idea management system throughout ADAA and assess the impact on the operations to enhance employee engagement and promote excellence culture within the Authority.
• Conduct internal awareness campaigns for excellence and innovation across all levels of ADAA.

C. Talent Management and Development

• Ensure completion of required trainings and certification programs in order to keep current with job requirements and ensure continuous performance improvements.
• Obtain timely performance review assessments for midyear and annual performance review and ensure to meet the set KPIs.
• Keep current with updated information relevant to the role to ensure standard performance level is achieved.
• Contribute to knowledge dissemination/sharing to build internal capabilities of the team and maximize their effective performance.
• Contribute to the development of UAE National employees in line with the objectives of the Authority and its Emiratization strategy.

D. Corporate

• Ensure adherence and compliance with all ADAA corporate policies, procedures, and guidelines (HR, IT, Procurement, Finance, Health and Safety, etc.).
• Prepare section’s related correspondence such as e-mails, memos, and letters to ensure professionalism, completeness, and accuracy of information.
• Retain, document, preserve, and archive section’s related physical and electronic records in accordance with relevant policies and procedures.
• Respond to any section-related queries and provide required support to relevant ADAA’s organizational units and employees as and when required.
• Utilize relevant technologies used within ADAA in order to optimize work efficiency.
• Demonstrate compliance with ADAA’s values, Code of Business Conduct, and ethics at all times to support the establishment of a value-driven culture within the Authority.
• Contribute to the identification of opportunities for continuous improvement and sustainability of systems, processes, and practices considering global standards, productivity improvement, and cost reduction.
• Contribute to the preparation and submission of timely and accurate statements and reports to meet department requirements and quality standards.
• Co-operate in the implementation of the relevant health and safety legislation, policies, and procedures, in the performance of duties.

E. General

• The level of performance should reflect the academic qualification, type of courses in the field of specialization, employee job level, and the level of productivity.
• The academic and professional certificates required and approved by ADAA should be acquired within the period specified and based on the employee’s Individual Development Plan.
• Perform the tasks and responsibilities independently unless an approval or directive was obtained to delegate the task to other employees in case of incapability to perform the tasks and responsibilities.
• Ensure teamwork, collaboration, and dedication in performing duties.

Requirements

• Bachelor's degree in Strategy, Quality or Business Administration or relevant field
• Knowledge of the European Foundation for Quality Management (EFQM)
• Knowledge of the Government Excellence Model (GEM2)
• 4 - 6 years of relevant experience.
• Language proficiency in Arabic and English

Location: UAE

Posted On: 21 Feb, 2025

Type: Permanent

Job Category: Liabilities Banking

To provide a timely, efficient and personalized service to a select group of HNW customers with the aim of increasing the size of the portfolio, in terms of customers and deposits, and to generate fee income through the sale of other products offered by the Bank.

KEY ACCOUNTABILITIES:

1. Client Induction: Profiles existing HNW clients in order to identify their banking requirements and thus introduce clients to appropriate new products and services.
2. Relationship Identification: Identifies and establishes new relationships, consistent with the Bank’s retail objectives, so that SIB market share is maximized.
3. Relationship Building: To maintain regular contacts with Excellence Banking customers either through telephone calls or personal visits. Achieves and maintains monthly and yearly deposits sales targets, follows up achievements and takes corrective action whenever needed to keep sales targets achievements on track.
4. Cross-sell other SIB Products and Services to Excellence Banking customers.
5. Negotiation: Negotiates with customers to deliver the most favorable financial terms possible for the Bank while maintaining competitiveness within the market.
6. Product/Service Communication: Maintains ongoing dialogue with customers to ensure that they are aware of all SIB products/services relevant to their situation and credit analysis. Provides “One Stop” banking service to the customers of Excellence Banking ensuring timely and efficient execution of customers’ requests.
7. Benchmark SIB product/service features and performance against those of local competitors so that SIB product/service developers are aware of market trends and can design products/services that are competitive and in line with HNW customer expectations.
8. Ensure adherence to Bank processes & policies and report deviation to immediate supervisor/manager. Paying attention to all audit observations.
9. Consumer Protection: Ensure compliance with consumer protection standards including treating customers fairly, providing accurate information about products or services, responding promptly and courteously to inquiries, complaints, and feedback, protecting customer data, identifying and reporting any suspicious or fraudulent activities, continuously improving customer service and keeping abreast of regulatory expectations and SIB Conduct Risk Framework and associated procedures.

Technical Skills:

• Broad knowledge of all SIB products and services.
• Broad knowledge of investor risk theory so that appropriate new product/service recommendations are made to clients.
• Thorough knowledge of banking marketing principles and techniques.
• Good local banking market understanding and awareness of competitor products and services.
• Excellent presentation and negotiation skills.
• Good knowledge and understanding of banking rules, regulations and compliance requirements and sound knowledge of Islamic Banking principles.

Qualifications, Experiences & Technical Skills:

Minimum Qualifications: University Degree/ Diploma in Business studies, Finance or Banking.

Minimum Experience: Minimum 5-7 years’ experience.

Language Skills: Strong in both oral and written Arabic & English.

Other Skills:

• Strong interpersonal skills and communication.
• Deep knowledge and understanding of banking rules, regulations and compliance requirements.
• Team leadership skills.
• Knowledge of banking operations and control procedures.
• Sound knowledge of Islamic Banking principles.

Email address *

Sharjah Islamic Bank (SIB) started servicing the society in 1975, providing banking services to individuals and companies. An Amiri decree, released by His Highness Dr. Sheikh Sultan Bin Mohamed Al Qassimi the member of the Supreme Council & Ruler of Sharjah, was issued to launch & green-light the bank expedition. The bank was originally founded as National Bank of Sharjah and was the first bank to convert to Islamic Banking in 2002.

The revolution from commercial banking to Islamic banking was a significant shift for the bank. Not only were specialized products & services modulated for customers, the bank's entire organization was converted to comply with Islamic regulations. Now, SIB offers customers a broad range of Sharia'a compliant retail, corporate & investment services through extensive UAE networks.

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Date: Jan 11, 2025

Company: Abu Dhabi Accountability Authority

Job Objective
Oversee, direct and lead the implementation of strategy and Excellence activities within Abu Dhabi Accountability Authority (ADAA) including but not limited to the implementation of corporate performance management methodologies, management of projects, research and initiatives, implementing internal excellence awards, and the management of the communication, execution and reports of the annual strategic and operational Key Performance Indicators (KPIs) and initiatives in order to support the achievement of ADAA’s overall objectives.

Key Responsibilities/Duties

1. Strategy and Planning:
   • Direct and lead the development and implementation of the department related policies, systems, procedures manual, Delegation of Authority, system user manuals and standard forms to ensure compliance across the Authority and alignment with ADAA’s overall policies and procedures.
   • Ensure effective cascading of the sector strategy into the department’s strategic and operational plans to achieve ADAA’s overall objectives.
   • Develop and direct the implementation of the department strategic, budget and procurement, and operational plans, and monitor corporate performance ensuring alignment with the sector strategy, ADAA’s vision, mission and corporate objectives.
   • Forecast and develop department budget and direct the monitoring of financial performance against the budget to ensure areas of unsatisfactory performance are identified, and potential areas of cost reduction or performance improvement opportunities are capitalized upon.
   • Develop the department Key Performance Indicators (KPIs) in line with ADAA’s overall objectives and ensure that sections meet KPIs in order to improve efficiency and effectiveness.
2. Operations:
   • Oversee and direct the development, review and approval of guidelines and criteria to execute ADAA strategy and measure its execution based on the set KPIs, projects and initiatives as per the agreed timeframe.
   • Provide strategic advice to ADAA’s business units in the development of annual strategic and operational KPIs and action plans to ensure efficiency and efficacy of execution in line with ADAA’s mandates.
   • Oversee and direct the periodic review of the strategic Performance Management Cycle to ensure efficient and effective execution of strategic and operational plans to achieve ADAA’s overall objectives.
   • Oversee the preparation and review of ADAA strategic and operational performance reports in accordance with the approved plan and submit reports to H.E The Chairman for review and directions.
3. Excellence and Quality:
   • Oversee the periodic review and evaluation of corporate processes in cooperation with ADAA’s business units and ensure KPIs are set to measure the effectiveness and efficiency of the processes as per the approved standards of ADAA.
   • Define and establish quality management infrastructure in accordance with ADAA’s mandates to promote adherence to excellence and quality management requirements.
   • Oversee the development and administration of corporate and internal surveys, such as employee satisfaction surveys, subject entities awareness surveys, etc., as requested to ensure survey objectives are met in support of ADAA’s mission and vision.
4. Projects and Research:
   • Oversee and direct the process of preparing and developing an integrated methodology for project management.
   • Oversee the risk management process to ensure that potential risks are identified and dealt with in a timely manner.
   • Oversee and direct the implementation of all stages of ADAA projects and direct the work teams to implement the project in coordination with the concerned organizational units.
5. Business Continuity:
   • Oversee and direct the development, implementation and update of Business Continuity and health and safety strategy, policies, procedures, processes, plans, statistics, and systems across ADAA to ensure risks are reduced and controlled in compliance with legal requirements in line with OSHAD-RF and ISO: 45001 Health and Safety requirements and NCEMA requirements.

Requirements

1. Bachelor’s Degree in Strategy, Quality or any Relevant Field
2. 15+ years of relevant experience in Strategy or Quality Management, out of which 8 years in a managerial role.
3. Proficiency in Arabic and English.
4. Master’s degree in relevant field is preferred.

Posted On: 08 May, 2025

Type: Excellence Banking

Job Category: Excellence Banking

Job Purpose:

The Proposition Manager for the Excellence Segment will support the Head of Excellence Banking to differentiate SIB services and create unique value propositions that attract and retain high-value clients. This will be achieved by analyzing evolving needs and developing and refining SIB product offerings.

Key Accountabilities:

1. Enhance and strengthen the excellence proposition through product development and marketing campaigns: Collaborate with product and marketing teams to develop innovative solutions tailored to Excellence Banking clients, and create sales-driven campaigns to boost RM productivity, encourage cross-selling, and increase market share for the Excellence Segment.
2. Conduct thorough market research to understand emerging trends and customer needs.
3. Support the Head of Excellence Banking in strategic planning to position SIB products and services effectively in the market.
4. Work closely with Relationship Managers to gather client feedback and ensure their needs are met.
5. Improve the profitability of Excellence Banking and achieve financial targets.
6. Elevate customer experience by digitizing services and touchpoints, such as onboarding journeys and product journeys.

Qualifications, Experience & Skills:

• Bachelor’s degree in Business Administration, Finance, or related field.
• Proven managerial experience within the banking industry, preferably in priority or wealth management segments.
• Excellent communication and interpersonal skills.
• Deep knowledge of banking products, services, and regulations.
• Strong problem-solving abilities.
• Proficiency in MS Office tools.
• Minimum of 7 years of experience in Priority and Excellence banking.

Application Instructions:

Please submit your application via email. An email confirmation will be sent to your provided address; click the link to complete your profile.

Founded in 1975, SIB has been serving society with banking services for individuals and companies. Established by an Amiri decree issued by His Highness Dr. Sheikh Sultan Bin Mohamed Al Qassimi, the bank was originally known as the National Bank of Sharjah and became the first bank to convert to Islamic Banking in 2002.

The transition from commercial to Islamic banking was a significant milestone, involving the development of specialized Sharia-compliant products and services, and organizational transformation to adhere to Islamic regulations. Today, SIB offers a broad range of retail, corporate, and investment services across the UAE through its extensive network.

An email confirmation link has been sent to your provided email address. Please click the link to complete your application and activate your profile.