Business Process Management Director

Strategic Contribution

• Ensure effective cascading of the functional strategy into department business plans to ensure vertical alignment and horizontal integration with other interfacing departmental strategies.
• Drive the continuous achievement of quality and customer experience standards in line with the overall business strategy.

People Management

• Manage the effective achievement of assigned objectives through the leadership of the Business Process Management department by setting of individual objectives, managing performance, developing, and motivating staff to maximize sectional performance.
• Lead the talent development initiatives for the assigned department, collaborating with technical/discipline experts and thereby ensure the availability of talent to fit business requirements.
• Act as a role model and drive adherence to organizational values and ethics by employees of the assigned department to foster a value driven culture within the organization.

Budgeting and Financial Planning

• Manage the preparation and recommend the department budget and monitor financial performance versus the budget while ensuring all sectional activities are conducted in line with the approved guidelines.

Policies, Systems, Processes & Procedures

• Manage the effective implementation of department policies, procedures and controls covering all areas of assigned department activity so that all relevant procedural/regulatory requirements, fulfilled while delivering a quality, cost-effective service.

Continuous Improvement

• Lead the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.

Customer Service Excellence

• Manage the implementation of processes for successful client relationship management to enhance the customer journey in line with Saudi Post’s customer experience strategy.
• Review and enhance customer experience management processes and procedures, monitor compliance to defined quality standards to ensure productivity and consistency of process performance.
• Lead and guide the team to ensure proactive engagement with clients and provide solutions to achieve optimum client satisfaction and brand loyalty for Saudi Post.

Reporting

• Ensure that all department reports are prepared timely and accurately and meet Saudi Post requirements, policies, and quality standards.

Job Specific Accountability

Process Engineering Management

• Ensures efficient and cost-effective delivery of the integrated process management services including process engineering, process control and process safety and environment aspects of the operations of SP.
• Provides process-related advice to concerned departments for handling their process incidents / issues; act as the focal point for technical support for new projects integration.
• Leads the collaboration with Operations, LMD, sorting centers, retail, etc. to provide expert process engineering advice on related issues.
• Oversees and guides new studies in process and technology to overcome bottlenecks in operations and to effect process improvements.
• Oversees the integrity and maintenance of process documents, ensuring proper and regular revisions to meet changing requirements.

Project Planning & Management for Business Process Management

• Evaluates current work processes and systems, plans and implements procedures to maximize efficiency.
• Determines requirement and allocates / acquires necessary resources to implement / support process enhancement projects.
• Participates in the conceptual stages of project development and contributes in defining project scope, goals and deliverables and reviews requirement documents for process-related projects only.
• Tracks project milestones and deliverables, reviews progress reports, analyses result, proactively manages scope changes, identifies potential crises, evaluates risks and devises contingency plans for projects related to the business processes.

Process Monitoring

• Oversees the selection, implementation, and continuous monitoring of the most effective business process modelling tools.
• Regularly liaises with departmental heads to propose process improvement initiatives and support cross functional planning of shared processes. At the same time, liaise with external customers, stakeholders through customer experience department to collect and capture data for integration into the business process. framework and methodology, as well as make recommendations for relevant process improvements.
• Identify barriers to change and develop and propose solutions that address both business needs and customer satisfaction.

Minimum Qualifications:

Bachelor’s Degree in Business Process Management, Information Management / Systems, Industrial Engineering Management

Master’s Degree in Business Process Management or Information Management / Systems

Minimum Experience:

8 years of experience in Business Process Management, including at least 3 years in positions of progressively increasing managerial responsibilities.

SKills:

Manages Complexity

Action Oriented

Develops Talent

Communicate Effectively

Being Resilient

Customer Focus

Collaborates

Instill Trust

Drives Results