2 Refinery Operations jobs in the United Arab Emirates
Operations Process Improvement Manager
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Job Title: Operations Process Improvement Manager
We are seeking a skilled and experienced professional to lead the development, implementation, and measurement of standard work processes that drive customer experience and performance improvement within our delivery station network.
Operations and Process Excellence Manager
Posted today
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Job Description
We are seeking an experienced and results-driven Operations and Process Excellence Manager to lead continuous improvement initiatives, streamline operational processes, and drive efficiency across our automotive repair and care facilities. The ideal candidate will have a strong background in operational leadership, process optimization methodologies (Lean, Six Sigma, etc.), and a passion for enhancing customer service delivery in a hands-on, fast-paced environment.
Roles and Responsibilities
Operational Management
- Oversee day-to-day service operations across workshops, ensuring consistent quality, safety, and performance.
- Implement KPIs and service benchmarks for productivity, job completion time, and customer satisfaction.
- Coordinate with Workshop Managers, Service Advisors, and Technical Teams to identify operational bottlenecks and implement solutions.
Process Excellence & Continuous Improvement
- Lead Lean, Six Sigma, or Kaizen projects to enhance service efficiency and reduce waste.
- Standardize workshop processes, job flow, parts handling, and service delivery protocols.
- Use data analytics and operational metrics to identify areas for cost reduction, improved throughput, and better utilization of manpower.
- Lead cross-functional teams in the development and execution of improvement initiatives.
Quality Assurance & Compliance
- Ensure adherence to OEM standards, quality control guidelines, and regulatory requirements (RTA, ESMA, MOHRE).
- Develop and monitor audit checklists for workshop operations, customer handling, and health & safety standards.
- Investigate customer complaints and workshop incidents to implement corrective actions.
Team Performance & Training
- Identify skills gaps and training needs among technical and service staff.
- Implement performance improvement programs and develop SOPs for recurring operational issues.
- Foster a continuous improvement culture by coaching teams on operational excellence principles.
- Train and mentor teams on process improvement best practices.
Customer Experience & Service Quality
- Collaborate with CRM and service teams to ensure consistent customer feedback collection and analysis.
- Reduce customer complaints and enhance Net Promoter Score (NPS) by streamlining job card handling, vehicle delivery, and post-service follow-ups.
- Implement digital touchpoints to improve transparency and communication with customers.
Technology & Automation
- Support implementation of service management systems, ERP, and IoT-based diagnostics.
- Drive automation in job card management, service scheduling, parts inventory, and reporting.
Qualifications/Requirements/Experience
- Bachelor's degree in mechanical/automotive engineering with MBA or Lean Six Sigma Certification (Green/Black Belt) preferred.
- Proficiency in MS Office, Power BI, and service ERP platforms (e.g., Auto Fluent, CDK, SAP, etc.).
- 7+ years of experience in automotive service operations, with at least 3 years in a managerial or process excellence role.
- Deep knowledge of workshop operations, service flow, and auto diagnostics.
- Strong analytical, leadership, and problem-solving skills.
- Excellent communication skills and stakeholder management.
Please note only shortlisted candidates will be contacted. Thank you for your interest in joining us
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