Associate Director – Business Excellence & Compliance

The role holder is responsible for leading the business excellence and compliance function for DHAM by developing and maintaining excellence in all areas of the organization and supporting DHAM in implementing its growth strategy. The role holder leads the development of the organization wide performance management system and governance structure to meet organizational financial and strategic goals and provides periodic management reports to monitor progress.The role holder is also responsible for providing direction to the functional heads on policies, processes and knowledge management aligned with strategic objectives and ensures maximum success of all necessary initiatives towards designing, developing and sustaining business excellence.Strategic ResponsibilitiesSupport DHAM in driving the effective implementation of strategic, business growth, operational plans to achieve or exceed targeted profitability, business development and aggressive growth plans and enhancement of brand image, cash flow and cost management aligned with the corporate vision, mission and values.Lead the development, implementation and maintenance of DHAM quality management system that complies with applicable international standards (ISO Standards), laws and regulations and best practices.Lead the development of DHAM Corporate and functional scorecards in line with the approved strategy/business plan and ensure reliable, timely, and accurate reporting of agreed key performance indicators, explanations for variances and propose action plans to address performance gaps.Develop and establish the strategy for the Business Excellence function in consultation with the CSMO, in line with overall CSM strategy and goals for DHAM.Core ResponsibilitiesCompliance Program ManagementGuide the development, maintenance and revision of policies, procedures and DOAs for the general operation of the Compliance Program and its related activities to prevent illegal, unethical, or improper conduct.Monitor the performance of the Compliance Program and related activities on a continuing basis, taking appropriate steps to improve its effectiveness.Oversee the execution of the necessary activities to assure regulatory and accreditation compliance and advise DHAM management on such issues.Oversee the development and delivery of compliance trainings in conjunction with the HC department.Quality Solutions, Policies & Processes DevelopmentLead and deliver enterprise quality solutions in collaboration with cross-functional teams and ensure the maximum process efficiency across DHAM through standardization, simplification and automation in order to achieve organization financial and strategic objectives.Provide advice to internal departments on process simplification, automation and improvement opportunities especially core processes related to asset management, sales / leasing, operations and customer management in order to improve customer experience and efficiency.Establish and manage DHAM policy frameworks and ensure alignment with internal and external guidelines.Supervise and lead a team for knowledge and project management process and policies implementation across the organization through the development of DHAM’s internal portal.Excellence Framework, Governance Structure, DoALead the organization-wide adoption of excellence framework based on EFQM excellence model / ISO Standards to improve organization performance related to leadership, strategy, customers, human resources, processes and operational performance.Lead the development of organization governance structure and DoA matrix for overall DHAM, its related entities and committees by defining clear authorities and responsibilities.Advice the CEO and DHAM management on changes to governance structure, authority matrix and key policies in order to secure necessary organization investment and resources.Organization’s Performance Management SystemOversee activities related to managing and enhancing the organization performance management system (including automation) to ensure that performance management processes, SLAs and metrics are aligned to create highest product / service quality and competitive advantage.Lead the development of the organization’s performance management system and balance score cards that are aligned with strategic objectives and financial targets and provide regular reports and guidance to DHAM management and CEO related to organizational performance.Documentation & ReportingOversee the maintenance of official records and documents (through a document management system), and ensure compliance with federal, state and local regulations.Oversee the preparation of periodic reports to keep the DHAM leadership informed of the operation and progress of compliance efforts, performance of the SLA service provider, non-compliance cases, root cause analysis reports, corrective and preventive actions report, DHAM KPI reporting pack etc.Committee RepresentationActively participate in DHAM’s management committee and other sub committees in order to resolve operational issues and achieve organizational objectives.Key Relationship ManagementBuild and nurture a network of relevant contacts and decision makers across DHAM and service providers.Liaise with all DHAM internal departments and business units to guide and support in the development of world class policies, processes and frameworks for effective and efficient business operations and highest customer satisfaction.Build relationships with external agencies, service providers, government authorities as appropriate to the best advantage of DHAM. Continuous ImprovementKeep abreast of the market best practices and ensure that they are applied for maintaining better service levels with the DHAM business units and legal entities.Work towards continuously improving the currently managed services, SLAs, functional policies, processes, frameworks etc.Develop and implement continuous improvement programs. Conduct ‘best practice’ benchmarking of internal processes with leading international and regional companies to ensure a best-in-class function for the company in terms of Quality, Process and Transparency.Minimum Qualification:Bachelor’s Degree, (BA or BS) preferably in Business Administration or equivalentMaster’s degree in business administration, quality management or related discipline.Quality management certification is preferred.Experience: Minimum 4 years of experience in a similar role Leadership and development experience in quality assurance and compliance.Demonstrated experience in the development of corporate governance structure, service level agreements and knowledge & project management.Technical CompetenciesAdvanced strategic planning skills.Knowledge and experience of working on balance scorecards.Working Knowledge of international standards, minimum the ISO 9000 family, ISO 14001 and EFQM Model.Advanced presentation skills & in-depth knowledge of workshop facilitation.Advanced reporting and analytical skills.Management of quality records & lead auditor techniques.Excellent interpersonal skills with the ability to collaborate at all levels.Excellent communication skills. Arabic is advantageous.Advanced MS Office skills.