Senior Executive - Performance Excellence.DHCM Job at Dubai Holding

Job Description

Role Purpose: 

• To support the strategic implementation of Business Excellence frameworks across DHCM by driving cross-functional process improvements, facilitating operational assessments, and aligning performance outcomes with Dubai Holding’s excellence and transformation programs. The role is critical in enabling process standardization, internal capability building, and benchmarking of DHCM’s service delivery across communities and corporate functions.

  
  
  RESPONSBILITIES: 

• Drive the deployment of Business Excellence frameworks (e.g., EFQM, DQA) in alignment with Dubai Holding corporate transformation and quality programs.

•  Facilitate cross-functional process improvement initiatives across community operations, support services, and shared functions to optimize efficiency and service delivery.

• Support annual strategic planning and Balanced Scorecard cascading by collaborating with HODs and Strategy teams to align KPIs with DHCM’s operational priorities.

• Conduct internal capability assessments and quality maturity evaluations to identify performance gaps and improvement areas.

• Oversee the documentation and periodic review of key business processes, SOPs, and service workflows to ensure alignment with policies and stakeholder needs.

• Lead internal knowledge-sharing initiatives on quality, innovation, and continuous improvement practices across business units.

• Collaborate with the Procurement, Operations, and FM teams to develop performance scorecards and service evaluation models for key vendors.

• Monitor and report the effectiveness of quality initiatives using data-driven dashboards, RCA (root cause analysis), and corrective action tracking tools.

• Liaise with external assessors, consultants, and benchmarking organizations during awards, audits, or certification processes.

• Build and maintain a repository of process templates, forms, KPIs, and audit reports for centralized knowledge management

  
  
  QUALIFICATION & EXPERIENCE: 

• Bachelor's degree in business administration, Quality Management, Industrial Engineering, or a related discipline

• Master’s degree (MBA or equivalent) is desirable

• Formal training or certification in EFQM, Six Sigma, Lean, or ISO 9001 preferred

• 5–7 years of experience in a business excellence, process improvement, or quality function, preferably within real estate, FM, or community services

• At least 2 years of experience in a supervisory role with cross-functional project facilitation exposure

• In-depth understanding of quality frameworks, operational KPIs, and performance metrics

• Hands-on experience in process mapping, RCA, stakeholder engagement, and process automation support

• Proficiency in MS Office (especially Excel and PowerPoint), Visio for process flows, and Power BI for dashboards

• Experience in coordinating assessments, certifications, and external audits

• Execution & Delivery – Consistently delivers excellence improvement initiatives to closure

• Process Thinking – Sees interdependencies and drives end-to-end optimization

• Analytical Mindset – Uses data and structured tools to solve root-level issues

• Facilitation & Communication – Brings departments together and communicates value clearly

• Customer-Centricity – Designs process improvements with internal customer needs in mind

• Continuous Improvement – Fosters a mindset of operational agility and excellence culture

• Customer Service Orientation – Supports internal departments by enabling efficient and compliant operation