155 Operational Excellence jobs in the United Arab Emirates

Founded by Michael Lahyani in 2005 as a magazine (Al Bab World), Property Finder today is a single technology platform and brand across multiple countries in the MENA region. We offer the most advanced tools and best-in-class user experience for homeseekers, real estate brokers, and developers. Property Finder's most recent valuation secures our status among the Middle East's emerging unicorns, affirming a growth-oriented identity.

Over the years, we've expanded our operations to Bahrain, Egypt, Qatar, Saudi Arabia, and secured a strategic shareholding in Hepsiemlak, the leading property portal in Turkey. With over 600+ dedicated people in 5 regional offices, we facilitate more than 14 million monthly visits across our platforms, solidifying our position as a regional powerhouse in the proptech space.

As the pioneering portal for homeseekers in the region, we are on a mission to motivate and inspire people to live the life they deserve.

Summary

We are looking for a customer-obsessed, data-driven, process-oriented Operational Excellence Analyst to join our Customer Experience team. This role plays a key part in driving quality and performance across our contact center operations. In this position, you will lead quality monitoring initiatives, uncover insights through CX analytics, document and optimize processes, and support continuous improvement efforts. A strong focus will be placed on automation, innovation, and the smart use of AI to elevate quality and operational efficiency

Key Responsibilities

• Conduct regular quality assessments of customer interactions across multiple channels (voice, email, chat, etc.)
• Design and implement robust quality scorecards to evaluate and improve agent performance
• Facilitate regular calibration sessions with CX teams, trainers, and managers to ensure consistency, fairness, and alignment on quality standards
• Analyze satisfaction and dissatisfaction trends using CSAT, FCR, and other relevant metrics
• Identify patterns and root causes behind performance gaps or customer pain points
• Translate data sets into actionable insights and dashboards that guide decision-making
• Present findings and recommendations to internal stakeholders, including senior leadership
• Provide targeted feedback and coaching sessions to frontline staff based on quality evaluations
• Collaborate with HR and the Training team to address performance gaps and skill-building needs
• Map and document key CX processes and SOPs to ensure clarity, consistency, and compliance
• Develop, maintain, and evolve playbooks and process guides that support CX teams
• Support cross-functional initiatives to improve CX processes, tools, and systems
• Identify and propose opportunities for automation in workflows and quality monitoring
• Research and recommend use cases for AI in contact center quality assurance (e.g., speech analytics, auto-QA tools)

The Person

Desired Qualifications

• Bachelor’s degree in Business, Operations, Analytics, or a related field
• 3-5 years of experience in Quality Assurance, Customer Service Operations, or Operational Excellence roles
• Experience with QA tools and systems
• Excellent communication, coaching, and presentation skills
• Strong analytical skills and proficiency in tools like Excel, Google Sheets, Tableau, Power BI, or similar
• A good understanding of quality frameworks like COPC, Six Sigma, or others is a plus
• Familiarity with AI and automation concepts in the CX domain is a strong plus

Other Capabilities

• Customer-focused mindset with a passion for delivering excellence.
• Detail-oriented with a continuous improvement mindset
• Strong collaboration and teamwork abilities.
• Resilience and adaptability in dynamic environments.
• Proactive problem-solver with a positive, can-do attitude.
• Ability to manage ambiguity and deliver in fast-paced environments
• Ability to build trust and rapport with partners and internal teams.

Our promise to talent

We encourage our people, called creators, to move fast, to be bold and offer them countless ways to make an impact in a fast-growing and talent-centric organisation.

Our goal is to ensure that our people find their time at Property Finder a rewarding experience where the company’s growth also means personal growth.

Overall it is a place for you to be your best self .

Property Finder Guiding Principles

• Think Future First
• Data Beats Opinions, Speed Beats Perfection
• Our People, Our Power
• The Biggest Risk is Taking no Risk at All

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A Business Analyst at our organization will develop products by identifying potential initiatives, conducting market research, generating product epics, time-integrated plans for development, and designing product strategies aligned with the client's business goals.

• Requirements Gathering: Collaborate with stakeholders to understand and document business requirements, conduct interviews, workshops, and analyses to elicit and prioritize requirements.
• Business Process Analysis: Analyze current processes and workflows to identify inefficiencies, bottlenecks, and areas for improvement, propose streamlined processes and system enhancements to optimize operational efficiency.
• Data Analysis: Analyze large datasets related to customer behavior, risk management, and financial performance, identify trends, patterns, and insights to support data-driven decision-making.
• System Analysis and Design: Assess existing systems and applications to identify gaps and propose enhancements or new solutions, collaborate with IT teams to define functional specifications, conduct feasibility studies, and support system implementation and testing.
• Regulatory Compliance: Stay updated on regulatory guidelines and industry best practices, ensure that proposed solutions and system changes align with regulations.
• Risk Assessment: Identify and assess risks associated with operations, processes, and systems, collaborate with risk management teams to develop strategies for risk mitigation and compliance.
• User Acceptance Testing (UAT): Define UAT scenarios and test cases, collaborate with business users to conduct UAT, ensure system functionality meets business requirements, and validate end-to-end processes.
• Documentation and Reporting: Prepare comprehensive documentation including business requirements, process flows, functional specifications, and user manuals, generate reports and presentations to communicate findings, recommendations, and project status to stakeholders.
• Stakeholder Management: Build strong relationships with business users, project managers, IT teams, and other stakeholders, facilitate communication and collaboration to ensure alignment between business needs and IT solutions.
• Continuous Improvement: Monitor system performance, gather user feedback, and identify opportunities for continuous improvement in processes, systems, and customer experiences.

• Needed Competencies: Strategist and tenacious in delivery, entrepreneurial and innovative mindset, well-organized team player, quality-based thinking, great written and verbal communication skills, critical thinking skills, time management, negotiation.

• Ability to work with remote teams, ability to manage tough clients and stakeholders, product management mindset, project management skills, planning and pricing knowledge, agile mindset, requirements analysis, financial planning and strategy, proficient in UML with hands-on project experience.

• Professional certifications such as CBAP (Certified Business Analysis Professional) or CCBA (Certification of Capability in Business Analysis).
• Knowledge of project management methodologies and tools is a plus.

• Bachelor of Science, Engineering, technology, business, management information systems, economics.
• Agile certification from a reputable methodology provider (Scrum Alliance, SAFe).

At least 3+ years of experience as a software Business Analyst.

Our mission is to simplify life. We are looking to simplify and automate complex decision-making for customer-centric industries, like Utilities, Financial Services, Logistics, and commerce, that drive the world's economies, and you have the chance to join the revolution.

You will be empowered to drive change and innovate.

That we will invest in you. We will give you the opportunity to master your domain and drive excellence.

Unlock operational excellence by leading cross-functional teams in executing strategic initiatives. You will collaborate closely with product managers and IT on A/B experiments and reporting, and coordinate with various teams to ensure seamless processes.

The position requires 10+ years of experience in driving operations for large organizations, including at least 6 years of direct management experience. Strong analytical skills and data-driven decision-making are essential, as well as experience managing teams in the e-commerce or technology space.

As a seasoned leader, you will foster a culture of innovation and collaboration, ensuring that all stakeholders are aligned towards achieving business objectives.

About the role

We believe that travel brings individuals and cultures closer together, fostering empathy and understanding. As a key member of our team, you will play a critical role in shaping the future of our organization.

We are seeking a skilled training professional to drive the development and delivery of operational training solutions. The successful candidate will provide strategic support to business units, ensuring they meet regulatory and compliance requirements.

This role involves designing, developing, and delivering learning experiences that meet high standards. You will be responsible for managing trainee records and assessments, maintaining subject matter expertise, and staying up-to-date with trends in learning and instructional techniques.

To excel in this position, you will need to possess strong facilitation, communication, and relationship-building skills, with a proactive, resilient, and adaptable mindset. A future-focused approach and passion for leveraging technology to enhance the employee experience are also essential.

• Design, develop, and deliver operational training solutions
• Provide strategic support to business units
• Manage trainee records and assessments
• Stay up-to-date with trends in learning and instructional techniques
• Develop strong relationships with stakeholders

Job Title: Hospitality Supervisor

• Pre-Event Tasks:
• Familiarize with venue details and assign a specific area for supervision.
• Collaborate with the hospitality manager to set up hospitality areas, ensuring layout, branding, AV, and décor meet agreed standards.
• Manage receipt of H&S documentation and supplier deliveries into designated areas.
• Liaise with clients to deliver their required F&B, look and feel, flowers, branding.
• Brief with caterer and review operational work plan alongside the hospitality manager.
• Report progress/delays to the hospitality manager as needed.
• Understand products being sold in lounges and manage delivery stock control of alcohol with the logistics manager.
• During Event Responsibilities:
• Deliver race weekend hospitality experience, ensuring client expectations are met with high service levels.
• Main point of contact for clients, handling queries and complaints.
• Oversee catering function, ensuring service levels meet agreed standards and escalating necessary actions.
• Manage suppliers and coordinate responses to concerns raised throughout the weekend.
• Supervise hostess/customer service staff and security staff within the suite.
• Filter technical issues to MOC and follow up on resolution.
• Complete daily reports with catering team.
• Report daily into the hospitality manager with any concerns that arose during the day.
• Oversee special beverage end-of-day stock takes with onsite catering company and provide final report of stock movement.
• Post Event Tasks:
• De-rig concerned hospitality area, including removal of all branding and client-owned items.
• Collaborate with hospitality manager to ensure all FF&E items are accounted for and returned to the correct area.
• Support F&B manager on final stock counting for special beverages.
• Contribute to post-event report, outlining areas for improvement in subsequent years.
• Complete snagging list of damages or necessary repair work.
• Closing stock take of alcohol and oversee pickup on Monday/Tuesday.

• Multitasking ability, prioritizing tasks and meeting deadlines.
• Understanding of service level expectations for hospitality products and experience working in major events.
• Customer-oriented and experienced in client handling for high-profile events.
• Sound knowledge and experience in food and beverage service, managing caterers.
• Effective communication and interpersonal skills, supervisory skills.
• Good judgment, decision-making, and solution-solving skills for complex issues.

• Previous U.A.E. Experience and understanding of local protocol and customs preferred.
• 4 years' experience in a similar role would be advantageous.

Our organization is looking for a skilled Operations Supervisor to oversee daily operations, support the management team, and ensure efficient service delivery.

The ideal candidate will have strong leadership skills, excellent communication abilities, and a keen eye for detail. A background in flight operations or a related field would be beneficial.

• SUPERVISE AND DEVELOP STAFF: Lead and motivate a team of staff members to achieve organizational goals.
• LIAISE WITH AIRLINE REPRESENTATIVES: Establish and maintain positive relationships with airline representatives to ensure smooth operations.
• PREPARE CATERING ORDER FORMS: Accurately prepare and submit catering order forms to meet customer requirements.
• FOLLOW LOADING/OFFLOADING PROCEDURES: Adhere to strict loading and offloading procedures to ensure safe and efficient cargo handling.
• CARRY OUT SPOT CHECKS: Conduct regular spot checks to identify areas for improvement and implement corrective actions.
• REVIEW DOCUMENTS AND CHECKLISTS: Thoroughly review documents and checklists to ensure compliance with regulatory requirements.
• PROVIDE BEST QUALITY SERVICE: Deliver exceptional service to customers by meeting their needs and exceeding their expectations.
• IMPLEMENT CORRECTIVE ACTIONS: Develop and implement effective corrective actions to address operational issues.
• ENSURE SAFE WORKING PRACTICES: Maintain a safe working environment by adhering to health and safety protocols.
• COMPLY WITH REGULATORY REQUIREMENTS: Ensure that all operations are conducted in accordance with relevant laws and regulations.
• MONITOR DAILY RESOURCE ALLOCATION: Effectively allocate resources to meet operational demands.

Required Skills and Qualifications:

Education: Diploma or equivalent qualification (Must have)

Certifications/Licensure: Certifications/Licensure related to Six Sigma, Logistics, or Supply Chain (Preferred)

Work Experience: 5 years of experience in Flight Operations, Food Packing, or Logistics function preferably in the Airline Catering Industry and/or Food Industry

Skills: Strong written, verbal, and communication skills; Ability to set priorities and assign work to team; Time and resource management skills; Good knowledge in MS Office applications and ERP systems; Ability to collaborate cross-functionally and at all levels; High level of commitment to continuous improvement and adaptability to change.

Operational Excellence Manager

A dynamic organisation is seeking a highly skilled Operational Excellence Manager to ensure seamless office operations.

• Implement efficient office procedures and systems
• Coordinate suppliers and vendors
• Provide administrative support to senior directors

• Proven Operational Management experience
• Strong organisational and communication skills
• Ability to work independently and as part of a team
• Commitment to delivering high-quality results

The ideal candidate will possess a "can do" attitude, be willing to take initiative, and enjoy working as an integral part of the organisation. We are looking for someone with strong leadership qualities and creativity in their approach to drive operational efficiency.

Key Responsibilities:

1. Develop and implement effective processes to streamline office operations
2. Analyse and improve existing systems to increase productivity
3. Build strong relationships with suppliers and vendors to negotiate best deals
4. Maintain accurate records and reports to inform business decisions

• Competitive salary and benefits package
• Opportunities for professional development and growth
• Collaborative and dynamic work environment

The role of an Assistant Quality and Training Manager plays a pivotal part in maintaining high standards of quality and operational excellence across our diverse portfolio.

This position supports the design, implementation, and evaluation of training programs while ensuring consistent adherence to quality and brand standards.

• Quality Assurance: Develops and implements quality assurance programs across all properties.
• Training Coordination: Coordinates and delivers training sessions, workshops, and onboarding for new and existing staff.
• Performance Monitoring: Monitors and evaluates the effectiveness of training programs and quality initiatives.
• Compliance Audits: Conducts regular audits to ensure compliance with brand standards and operational policies.
• Collaboration: Collaborates with department heads to identify training needs and quality improvement areas.
• Continuous Improvement: Supports continuous improvement initiatives related to guest experience and operational efficiency.
• Reporting: Presents reports on quality and training metrics to senior management.
• Industry Expertise: Stays updated on industry trends and best practices in quality management and training.

To be successful in this role, you will require:

• Education: Bachelor's degree in Hospitality Management, Business, or related field.
• Experience: Minimum 3 years of experience in quality management and training within the hospitality industry, preferably in luxury hotels or resorts.
• Skills: Strong knowledge of quality assurance frameworks and training methodologies.
• Personal Qualities: Excellent communication, presentation, and interpersonal skills.
• Organizational Skills: Able to manage multiple projects and work across various departments.
• Technical Skills: Proficient in Microsoft Office and relevant training software.

Job Description

As a Senior Manager, you will be responsible for leading the implementation of transformation initiatives, governance frameworks, and business excellence practices across the full real estate value chain. This includes overseeing end-to-end process design and documentation, leading the rollout of the AFRE value chain from planning to asset management, designing and implementing organization-wide policies, and establishing a comprehensive Delegation of Authority (DOA) framework with clear approval protocols.

Additionally, you will drive implementation of transformation strategies in collaboration with business leaders, identify performance improvement opportunities through system and process analysis, lead change management programs to support adoption of new policies and workflows, and implement digital tools and dashboards for performance tracking and governance.

Furthermore, you will embed continuous improvement principles in day-to-day operations, introduce best practices in process optimization, customer experience, and operational excellence, ensure proper documentation and archiving of governance materials and revisions, and work with internal assurance teams to ensure alignment and governance health checks.

As a Senior Manager, you will play a key role in integrating operational improvements, change initiatives, and digital enablers that elevate organizational performance and resilience.

• Governance and Risk Management Expertise
• Strong Program Execution and Cross-Functional Leadership
• Analytical and Process Mapping Capabilities
• Change Management and Stakeholder Engagement Skills
• Proficiency in Using Digital Tools and Systems for Reporting, Tracking, and Automation

• 12 Years in Transformation, Process Excellence, or Governance Roles
• Bachelor's Degree in Business Administration, or Relevant Discipline
• Professional Certifications in Governance, Change Management, or Process Excellence are a Plus