Business Process Analyst – Ali Bin Ali Group

• Publish monthly Service Level Agreement SLA report to the concerned internal customers
• Publish monthly KPI internal and external report
• Prepare Standard Operating Procedure SOP for every function in Shared Services and update the documents as and when required
• Responsible to carry out regular sample audit for the key areas to ensure the internal controls are in place
• Maintain proper tracking and review of unclaimed credits in customer account and charges recovery account, report the status of unclaimed credits to concerned division periodically
• Conducting training to the new comers and occasional in-house interactive session on KPI/Matrix/Trends Analysis
• Assist the line manager to prepare and submit the financial Budget for Shared Service Department
• Formulate Costing process in Shared Services to determine the service cost of Shared Service’s deliverables to back charge to division
• Ensure quality Service Delivery Management
• Responsible to carry out the migration process while new ABA division/function is to be brought under Shared Service umbrella
• Monitor the service level of Shared Services among the internal customers ensuring the SLA compliance
• Interface with the Division Management team as well as other concerned staffs to design the process flow, identify the areas can be transferred to Shared Services and align with management on the service level
• Responsible for the change management in the SLA as and when required
• Carry out customer survey and analyze the survey result, plan for corrective actions and follow up
• Monitor the service level to the external customers by the shared services team
• Address the concerns of External customers to the appropriate level and meet them on a periodical basis to offer feedback on the corrective action taken on concerns.

Job Details

Posted Date: 2018-04-10
Job Location: Doha, Qatar
Job Role: Support Services
Company Industry: FMCG

Preferred Candidate

Career Level: Mid Career
Degree: Baccalauréat

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