Job Description:
The Business Process Manager in Dukhan is responsible for analyzing, designing, and improving end-to-end business processes within the BPO operation to enhance efficiency, reduce costs, and ensure consistent service delivery. This strategic role bridges operations and process innovation by identifying improvement opportunities across workflows, automating routine functions, and ensuring compliance with client-specific and internal standards.
Core duties include mapping current processes, conducting gap analyses, and collaborating with cross-functional teams—including IT, quality, and operations—to implement solutions. The manager also leads business transformation initiatives, supports knowledge transfer during transitions, and establishes KPIs to track the effectiveness of implemented changes. Key contributions include process reengineering, policy documentation, and reporting on process health and performance metrics.
Job Requirement:
Education: Bachelor’s degree in Business Management, Industrial Engineering, or a related discipline; postgraduate qualification or Lean Six Sigma certification is a plus.
Experience: 5+ years of experience in business process analysis or operational improvement roles within the BPO/KPO sector.
Skills:
Expertise in process mapping, process improvement, and change management.
Strong analytical, problem-solving, and decision-making skills.
Proficient in tools such as MS Visio, Power BI, or process modeling software.
Ability to manage multiple projects and lead cross-functional teams.
Strong communication and documentation abilities.
Language: English fluency required; Arabic proficiency is an asset.
Other Requirements:
Familiarity with Six Sigma, Kaizen, or ITIL frameworks.
Detail-oriented with a continuous improvement mindset.
Capable of managing business transformation across locations.
Willingness to travel between regional sites if needed.
