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Service Excellence Coordinator

Date: 25-Jan-2023

Location: Dubai, AE

Company: Majid Al Futtaim

Majid Al Futtaim Lifestyle invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities – all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.


Reporting to: Serivice Excellence- Senior Specialist 

Function: MAFL- Excellence & Compliance 

Location: MAF Lifestyle, Corporate Head Office 

Role purpose:

The Service Excellence Coordinator is responsible for raising Purchase Requisitions and Purchase Orders for all none merchandise products & services within MAFL and maintain a clear and updated tracker for all POs per department. The role is to ensure the standard process is followed and centralized.


Responsibilities will include, but will not be limited to the following:



  • Raise Purchase Requisitions and Purchase Orders for non-merchandise products and services requests (Operations, IT, Finance, Marketing, HC etc.)
  • Complete GRN in the system upon confirmation of services/goods receipt
  • Generate Sales Orders for all packaging intercompany transfers
  • Create consumables products item code in the system inventory as and when required
  • Clearance of work queues assigned in KOFAX or from GRN_CREATION_RPA
  • Raise requests and follow up the requests related to vendor management



  • Maintain updated tracker of all Purchase Requisitions & Purchase Orders raised
  • Review open PO to ensure the required follow up is done with concerned department and service provider
  • Contribute and support the business in achieving the Dare Today, Change Tomorrow sustainability strategy


  • Ensure POs are raised within the agreed time frame and communicate with the concerned stakeholders to solve any obstacles
  • Work closely with all internal departments and external suppliers to build and develop professional working relationships.



  • Service Level Agreement
  • Data Accuracy
  • Sustainability Initiatives


Functional/ Technical Competencies:

  • Compliance and quality assurance knowledge
  • Detail orientation
  • Reporting skills
  • Systems savvy
  • Sustainablility Initiatives


Behavioural Competencies:

  • Leads the Way – Is able to prioritize work based on urgency and impact. Is able to communicate objectives in a clear manner. Reaches out to colleagues for support as and when needed to ensure timely delivery of objectives. Takes initiative to create positive energy. Enthusiastic about new challenges.
  • Drives Impact – Is able to identify key pieces of information required for delivery of work. Identifies areas of risk within own role. Understands when things are urgent. Takes ownership and escalates where required in a timely manner.
  • Thinks Customer – Actively listens and demonstrates understanding for customer’s stated and unstated expectations, and understands what is needed to deliver on expectations. Delivers value and quality to the customer. Understands “customer first” mindset.
  • Thinks Group – Understands how and where own role / work fits in the overall company. Demonstrates willingness and ability to collaborate. Actively achieves targets. Communicates well with colleagues. Listens attentively. Does not shy away from collaborating.
  • Develops Talent – Suggests ways of improving efficiency. Spends time learning and improving. Regularly seeks feedback. Responds honestly to difficult questions and gives relevant feedback when required.
  • Fosters Innovation – Does not hesitate to share new ideas. Is curious and takes inspiration from best practices. Demonstrates creativity in day to day work.


Qualifications & Experience:

Qualifications / Education

  • Graduate in business administration or related field



  • 2-3 years’ experience in an admin role
  • Retail industry experience is preferred