MANAGER - QUALITY & SUPPORT

• Oversee Daily Operations & Process Quality:
Manage the day-to-day activities of Quality & Support team, ensuring all support requests are addressed promptly and efficiently.
Monitor service workflows and process adherence to maintain consistency, accuracy, and compliance with established quality standards and ISO procedures.
Coordinate with internal teams and service providers to ensure timely resolution of issues, effective communication, and continuous process improvement—driving operational excellence and high levels of client and stakeholder satisfaction.
• System Implementation & Optimization:
Support the planning, implementation, and continuous improvement of system solutions in coordination with the IT Department and the Senior Manager. Ensure seamless deployment, enhanced system performance, and alignment with operational and business goals.
• Team Leadership & Development:
Assist in supervising, motivating, and evaluating team members. Drive initiatives that enhance productivity, improve service quality, and foster a culture of accountability, professional growth, and continuous improvement.
• Process, Policy & Quality Management:
Lead the development, implementation, and continual improvement of departmental policies, procedures, and business processes.
Ensure compliance with DP World standards, ISO requirements, and QMS practices.
Promote operational efficiency, standardization, and a culture of quality, ensuring that outputs consistently meet organizational and client expectations.

5.KPI Achievement & Performance Monitoring:
Support the Senior Manager in achieving, monitoring, and regularly reviewing departmental KPIs. Analyze performance data to identify trends, gaps, and improvement opportunities aligned with business objectives.

6 .Digital Systems & Platform Management:
Oversee the effective management and utilization of departmental digital platforms, including the Computer Aided Facilities Management (CAFM) system, SharePoint, Enterprise Solutions, and Task Management Portals.
Ensure data accuracy, process compliance, and system optimization across all platforms to enhance collaboration, operational transparency, and reporting efficiency.

7. Reporting, Analytics & Platform Development:
Support the preparation, analysis, and continuous improvement of weekly, monthly, and annual performance reports to track progress against targets and identify areas for improvement.
Lead or assist in the development, enhancement, and integration of reporting platforms, including Power BI and other industry-standard analytics tools, to automate reporting processes, improve data visualization, and enable informed decision-making.
Benchmark reporting and analytical capabilities against industry best practices to drive continuous enhancement and data-driven decision-making.

8. Audit & Compliance Support:
Provide assistance during internal, external, and ISO audits. Ensure adherence to established processes, support documentation readiness, and coordinate the implementation of agreed corrective and preventive actions
.9. Stakeholder Engagement & Continuous Improvement:
Engage with key internal and external stakeholders to identify operational improvement opportunities. Drive initiatives to optimize processes, enhance service quality, and strengthen collaboration between teams and service providers.
10 .Risk Management & Business Continuity:
Support the identification, assessment, and mitigation of operational risks to ensure business continuity and resilience in service delivery.
Collaborate with internal teams to implement preventive and corrective measures for minimizing disruptions and maintaining operational standards.

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