Department/Section: Business Excellence
 Job Title: Business Excellence Specialist
Reports to: Business Excellence Manager

Job Purpose:

The Business Excellence Specialist is responsible for designing, documenting, automating, and

enhancing business processes to ensure efficiency, compliance, and alignment with

organizational objectives and policies. The role ensures adherence to international best

practices, including ISO Quality Management Systems (QMS), to drive continuous

improvement and operational excellence.

Key Tasks/Accountabilities

1. Develop & continuously update processes, procedures, work instructions and flow charts for

all functions within the assigned areas in accordance with standard requirements (ISO 9001,

ISO 27001, etc.).

2. Analyze processes and operations, using appropriate tools and techniques to identify

improvements. This will include workshop facilitation to engage people, gathering inputs for

analysis and sharing ideas and conclusions.

3. Review regularly all Zain policies, regulations and procedures to ensure that the role, scope

and content are consistent, and content is relevant, legal and conforms to company's

objectives.

4. Define performance measurements for all processes to increase efficiency and

standardization.

5. According to HR re-structuring plan update functions' processes, roles, responsibilities and

operational key performance indicators.

6. Ensure compliance of process with all applicable laws, security best practices and ZAIN SD

policies related and Quality and information security.

7. Maintain document control procedure including unique document coding, classification,

release dates, authors & version control.

8. Update and ensure all documents are adequality available and suitable for use, where and

when it is needed in Zain digital documentation repository..

9. Carry out process risk analysis and contribute to audit program preparation.

10. Manage challenging cross-functional processes and resolve issues by designing processes,

analyzing data & managing stakeholders’ conflicts.

11. Collaborate with business end users to assess business processes and identify opportunities

for process automation that increase efficiencies and reduce operational risk.

12. Assist Developers or/and where applicable configure the workflow based on the detailed

business requirements, utilizing Workflow Automation and Robotic Process Automation (RPA)

software.

13. Implement and prepare all departments for ISO QMS certification, ensuring compliance with

standards. Including but not limited to conducting management reviews to monitor

effectiveness and drive continuous improvement across the organization.
14. Carry out ISO internal audits across the entire organization to ensure efficiency and

effectiveness in the use of resources, system of internal control to safeguard Zain interest and

assets, and compliance with laws and regulations.

15. Prepare audit report including the weaknesses noted in the systems of internal controls, non[1]compliance with procedures/instructions and recommendations for improvements.

16. Manage and follow up Non-Conformity Reports (NCR) through to resolution for both internal

and external audits.

17. Carry out special assignments/investigations as instructed by Manager Operational

Audit/Corporate Internal Auditor.

18. Preparing regular performance reports and presenting to Business Excellence management,

including ISO findings closure status, Process Performance results & actions and

improvements projects performance & status.

19. Conduct appropriate awareness and training in support of Business Excellence activities.

Typical Performance Measures:

• • Designed processes effectiveness of efficiency.

  • Efficiency of solving problems, decision-making, and issue resolution.

  • Understanding and commitment to department’s objectives.

  • Time management.

  • Achieving/maintaining quality certifications.

Qualifications/Experience

• • Degree in Business Administration, Computer Science, or related discipline.

  • Minimum 3 years of experience in related fields.

  • Knowledge and experience in process design.

  • Knowledge and experience in auditing.

  • Knowledge and experience in Quality Management.

  • Written & Verbal skills in Arabic & English.

  • Computer skills using Microsoft Office (Word, PowerPoint, Excel & Visio)

Skills:

• • Strong communication skills & stakeholders management.

  • Problem-solving skills.

  • Conflict management skills.

  • Excellent documentation skills.

  • Planning and organizing skills.

  • Analytical thinking & Reporting skills.

  • Presentation skills.

Key Behaviors for Success:

• • Ability to pay attention to details.
  • Excellent listening & gathering requirements skills.

  • Ability to build excellent relationships with internal departments.

  • Results focused.

  • Ability to manage multiple tasks and team responsibilities

  • Effective team player.

  • Creative thinker