Process Development Section Head
Earthlinktele, Iraq

Job Summary :

This position is responsible for setting the standards of quality according to international benchmarks and handling major projects related to process optimization, documentation, process workflows, efficiency as well as any major projects assigned as a result of quality assurance audit.

Process Documentation:

• Oversee the Documentation of the general policy of each department including: internal structure, list of processes, Inputs and outputs and discuss with management to approve general processes in each division.
• Oversee the Documentation of the detailed processes of each department and process workflows.
• Oversee the detailed business process workflow documentation.
• Ensure that each process is well-connected with and optimized inside the department and with other Departments ensuring efficient and effective outputs.
• Assess customer requirements and customer service standards devising quality standards to be implemented in the organization.
• Conduct process analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures.
• Propose new ideas, technologies, and tools to be adopted to enhance the performance.
• Issue and preform initiatives for significant performance enhancements and encourage all employee to initiate and innovate.
• Always looking at ways to reduce waste and increase efficiency.
• Working with Technology and operations staff to establish procedures, standards, systems and procedures that will increase quality standards.
• Actively engage with other departments to find areas where processes could be optimized.
• Define and apply appropriate operating procedures or technology to achieve improved quality of processes and standards of service. Emphasize continuous process improvement and reengineering.
• Study the existing efficiency and effectiveness levels of these processes and make recommendations for re-engineering the same basis market benchmarks and organizational strategies.
• Provide a special focus to re-engineering cross-functional, strategic and key businesses processes in order that the organization may reap maximum benefits with optimal efforts.
• Analyze productivity, and utilization of staff ensuring optimum staff levels are available for all the department, propose initiatives for improvement.
• Coach and Train employees and processes, continually improving the status quo.
• Monitor and review the daily, weekly, monthly and annual reports as per department guidelines.
• Guarantee high quality of internal administration, filing and traceability of all documents to ensure efficiency and effectiveness of the department.
• Lead and guide managers on automation and efficiency of processes.
• Lead continuous improvement initiatives to review the process flow of the department, continually evaluation SLAs compared to results of the department.
• Oversee the Learning and Development initiatives in the department.
• Oversee Performance Results compared to SLAs and propose plans for improvement.

Process Optimization:

• Oversee enhancement in the processes as part of the organizational performance management system to ensure aligning processes output with the performance management system.
• Submit findings from the department of the major process development lags and lack of conformance in the organization to the established process.
• Oversee the projects related to process improvement and ensure implementation on time.
• Oversee the development and implementation of Technical Processes and measurement tools.

Staff Management/Internal Processes:

• Recommend Selection employees in the function, train and evaluate employees to enhance their performance, development, and work output.
• Analyze productivity, and utilization of staff ensuring optimum staff levels are available for all the department, propose initiatives for improvement.
• Coach and Train employees and processes, continually improving the status quo.
• Monitor and review the daily, weekly, monthly and annual reports as per department guidelines.
• Guarantee high quality of internal administration, filing and traceability of all documents to ensure efficiency and effectiveness of the department.
• Lead and guide managers on automation and efficiency of processes.
• Lead continuous improvement initiatives to review the process flow of the department, continually evaluation SLAs compared to results of the department.
• Oversee the Learning and Development initiatives in the department.
• Oversee Performance Results compared to SLAs and propose plans for improv

Job Rewards and Benefits