Senior Officer- Business Process Improvement and

3 days ago


Jeddah, Saudi Arabia DP World Full time

1. To review and enhance Customer Relationship Management (CRM) to incorporate all commercial processes and systems as part of the overall commercial strategy to attract and retain customers.

2. Initiate smart solutions to help the company to tap new opportunities, empowering automation and digitization

3. Define and prioritize new processes that add value to CRM by providing faster and more efficient customer s ervices.

4. Perform UAT testing and provide Commercial feedback for new system development/enhancements thereby expediting the implementation plan aligned with the business requirement

5. Improve visibility of e-services initiatives and projects by developing / enhancing project dashboards and reporting of key performance metrics.

6. Clearly define the role of the customer help desk by identifying and emphasizing key functionalities that provide value-added services and meet the requirements of customers and clients as well as day-to-day management of helpdesk activities.

7. Manage the internal and external stakeholders so that the service DP World delivers to its customers is in line with the customer’s requirements.

8. Responsible for the DP World suite of E-Services including identifying existing services that can be moved to the e-platforms to improve customer experience.

9. Evaluate the E-services provided to customers through JED website/ Mobile App, identify and initiate time and cost-effective measures to improve the content and quality of services provided.

10. Visit the DP World customers on a regular basis to obtain feedback on the DP World E-Services and drive constant improvement.

11. Manage JED website/ Mob App including service level agreements (SLA) and ensure online business transactions are effective and performance-driven.

13. Identify and use appropriate technology to organize, automate and synchronize business processes principally in delivering effective customer services.

14. Conduct internal audits to ensure processes and procedures followed are in accordance to DP World standards and in line with required ISO procedures.

15. Develop budget for the section to meet financial obligations and or project plans as well as manage a team of professionals and disseminating knowledge through continuous learning and development.



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