Manager - Excellence

Role Description

Lead the Performance Excellence function for Sales & Leasing as a core pillar of the central governance and enablement model. Establish and maintain performance assurance frameworks, methodologies and controls, acting as the primary authority for governance, assurance and control activities.

• Performance Excellence Leadership & Governance:
  Guide strategy and execution of performance excellence initiatives across all Sales & Leasing channels.
• Quality Assurance & Quality Control:
  Design, implement and govern QA & QC frameworks including audits, evaluations, calibrations and scoring methodologies. Ensure consistent application of standards across channels, asset classes and delivery models and review outcomes to identify systemic risks and gaps.
• Mystery Shopper Program Governance:
  Own and govern the program as an independent validation mechanism. Define scenarios, evaluation criteria, scoring models and reporting standards aligned with journeys and SOPs. Integrate findings into diagnostics and improvement planning.
• Performance Monitoring & Diagnostics:
  Oversee performance monitoring in collaboration with the Business Intelligence function. Analyze QA & QC results, mystery shopper outcomes, KPIs and Voice of Customer inputs to identify issues, risk areas and control gaps. Prepare structured diagnostic reports and insights for leadership review.
• Root Cause Analysis & CAPA:
  Establish and govern structured RCA methodologies. Lead RCA activities, define Corrective and Preventive Action requirements, and hand off improvement actions to the Continuous Improvement function.
• Interface with Continuous Improvement:
  Provide evidence‑based improvement requirements, validate the effectiveness of implemented improvements through post‑implementation assurance and re‑validation.
• Stakeholder Management & Collaboration:
  Partner closely with Sales & Leasing Operations, CX, CRM, Digital, Training, BI and VoC teams to align standards, expectations and execution. Act as the escalation point for performance, quality and compliance risks.
• Team Leadership & Development:
  Lead and develop the Performance Excellence team, ensuring capability, accountability and consistent delivery. Set priorities, allocate resources and guarantee timely completion of assurance and improvement activities.

• Bachelor’s degree in Business, Engineering, Quality, Operations or a related discipline.
• Minimum of 6 years of experience in Performance Excellence, Quality Assurance, Operational Excellence or related domains.
• At least 2–3 years in senior or managerial roles.
• Strong expertise in QA/QC frameworks, performance monitoring and diagnostic methodologies.
• Proven ability to conduct and govern Root Cause Analysis and CAPA in complex environments.
• Strong analytical, judgment and stakeholder management skills.
• Master’s degree in Business Administration or related field (preferred).
• Professional certifications in Business Excellence, Quality or Continuous Improvement.
• Experience with in Sales, Leasing, real estate or customer‑facing operational environments.
• Arabic language capability (written and spoken).