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Job Description

ZAIN5894 - Business Excellence Manager

About Zain Sudan:

The country’s leading operator was established in 1997 and today serves 13.8 million customers as of 31 March 2018, reflecting a market share of 47%. Possessing the country’s most advanced voice and data network, the operator’s network extends to an impressive 90% of the population through a total number of 2,586 network sites. Through constant development of the telecommunications infrastructure and proactive marketing initiatives, Zain remains committed to offering customers in Sudan the most dynamic products and services. The foundation of Zain Sudan’s achievements lies in the company’s ability to inspire its employees to deliver the best and most imaginative services at every level. With an energetic and inspired predominantly Sudan workforce, the company is committed to employing high caliber people as well as nurturing the finest Sudan talent. With a strong human resources and training program that develops and nurtures leaders in the workplace, the company has consistently opened new doors for its dedicated staff. For more on Zain Sudan please visit

the Role

You will be responsible to work as part of the Governance team, reporting to the Enterprise Risk Management/Business Excellence Director.

as they will be responsible for governance of the organisation, performance management and improvement, process mapping, risk management, Standards & Best Practices, customer complaint handling and resident governance. BE Manager will play a pivotal role in the development, implementation and management of a robust planning and performance reporting framework for the business, acting as a subject matter expert in related areas.

The Position

You will be responsible for the following tasks:

  •    Manage the implementation of the action plan to cover the Business Excellence assessment related gaps across ZAIN:

            - Communicate the gaps with the required action plans to all business units.
            -   Assist business units to develop action plans.

            -  Conduct meetings with business units to follow up on the implementation of actions plans.

    •  Continuously contribute to the development of a comprehensive report on the key activities for Business Excellence such as: Audit (Self-Assessment) Results based on the Business Excellence Model and Compliance with IMS (Integrated Management Systems), Change Management and Knowledge Management.
    • • Research and report the latest and updated "Excellence" knowledge base.
    • Manage the BE unit in its mandate and responsibilities as a governance unit part of the GRC function in the company by designing, implementing and assessing the corporate quality management systems, policies and processes as per the international framework driven from ISO (9001, 27001) to cover the review of all ZAIN SD area.
    • Work closely with Team to define Business Excellence activities for the different Business Units and recommend opportunities for improvement and operational efficiency.
    • Actively participate in cross functional teams to develop and refine the Vision, Mission and strategy of ZAIN to ensure that the process is aligned with Excellence schemes.
    • Take an active role in the development of policies and procedures to ensure that effective check points and balances are included to generate quality output of services and products.
    • Research and identifying continual improvement concepts, focusing on standards compliances; quality assurance management.
    • Implement the agreed Quality Measures and reporting methods to track the ZAIN’s compliance plan with the endorsed Excellence Model.
    • Initiate and organize best practice activities aimed at enhancing business practices through a team approach, process automation and self assessment model.
    • Conduct self assessment using the International standards and audit approach for quality management system.
    • Provide the staff with Business Excellence related consulting whenever they prepare their individual need of policies, procedure and processes.
    • Liaise with the Executive Office regarding the Excellence Program activities.
    • Propose enhancement to existing processes (when necessary) to optimize efficiency, operability, and streamline processes.
    • Manage the Internal Audit’s reviews and define actions to address Internal Audit’s findings
    • Research excellence standards for certification’s acquire and management.
    • Ensure active participation of BE in internal audit reviews by assisting department auditees in understanding NCR findings, developing and following up corrective actions until implementation.
    • Manage the corporate audit finding IA/EA and all NCR resolutions and Observations.
      Responsible for scheduling and timely preparation of inputs for periodic Management Reviews, Minutes of Meeting and follow-up of agreed resolutions.
    • Conduct appropriate education and training in support of Business Excellence activities
    • Attend courses/seminars, research and share best practices towards achieving excellence.
    • Lead by example and seek result excellence

What Do I Need:

You should own the following:

  •  BA or BS in technical field or equivalent and 5+ years of experience in similar role, with proven track record
  • MSc of Quality or MBA or other advanced degree desirable.
  • An understanding of and proficiency in any of the Quality Management Concepts i.e. Operational experience in Project Quality Engineering/ Management and/or Supplier Quality.
  • Proficiency of English Language is a must; any other Language is a plus.
  • Working Knowledge of ISO Family Standards; ISO 9001, ISO 14001/2 & 27001, certified is preferable.
  • In-depth understanding of all Business Excellence Module.

  • In-depth understanding of all Business Process Module.

  • Lead Auditor Certified ( ISO 9001/27001).


Other Soft Skills:



  • Knowledge of Content Management Systems –(Strategy, policies and guidelines,,,)
  • Quality Auditing and Lead Assessor/auditor/implementer Techniques is desirable.
  • Ability to rapidly assimilate and apply new concepts, standards and best practices.
  • Reporting and Analytical Skills &  Management of Quality Records.
  • Highly developed communication and reporting skills (verbal and written).
  • Negotiation and Selling Skills.
  • Analytical thinking and problem Solving.
  • Advanced Presentation Skills.

Zain Sudan

Job Group

Strategy and Business Development


Khartoum - Sudan

Contract Type

Full Time

Closing Date


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