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Date: 07-Apr-2021

Location: EG

Company: Majid Al Futtaim

Role Purpose:

  • To actively support the HC GS - SSC process towers by managing overall HC Process and Continuous Improvement Projects, enhancing 1MAF digital footprint and employee experience
  • Design and implement a quality process audit framework, to identify process gaps and refine the existing processes
  • Manage smooth transitions of process changes/transition to GS with effective communication and coordination with relevant stakeholders
  • Champion all aspects of best operational practice including process review, implementation of continuous improvement approaches and simplification of service experience within GS
  • Ensure that operational systems and processes that are key to the successful operation of GS are aligned with the strategic goals of HC Function
  • Ensure design methodology, approvals, change control (for Process and Digital Updates) and documentation are standardized and consistently applied

Role Details – Key Responsibilities and Accountabilities:


  • Develop and execute project plans to transition work processes and activities to GS, using a combination of applying established toolkits/methodologies and developing new ones as appropriate. 
  • Handle all aspects of project/program management, including developing and maintaining project plans, facilitating meetings, escalating, and resolving risks and issues, managing stakeholders, managing and reporting status, etc.
  • Manage smooth transitions of process changes/transition to GS with effective communication and coordination with relevant stakeholders


  • Partner with relevant business unit and corporate stakeholders as well as Process Improvement Consultants to carry out transition activities both on- and off-shore.
  • Governance of HC processes, process maps, documentation, knowledgebase documentation and ensuring that all relevant systems are kept up to date.
  • Ensure design methodology, approvals, version control, change control and documentation are standardized and consistently applied.
  • Coordinate HC process reviews to optimize efficient application of processes, procedures, and standards.
  • Support GS (and wider HR function where relevant) in the delivery of improvement projects taking role of GS workstream lead for wider projects, as well as supporting the delivery of HC calendar events and provide support to GS Teams when required e.g. at peak times.
  • Develop approach for identifying demand for GS Service, for tracking trends for service type and implementing method for meeting service requirements.
  • Ensure that all processes and documentation are robustly maintained, protecting integrity and quality of data and version, support SSC teams with process map and documentation updates.



  • Review operational performance where desired improvement has been identified, seeking effectiveness and efficiency improvements through innovation and continuous improvement.
  • Lead the definition and delivery of GS process improvement projects through the application of continuous improvement tool (such as Lean Six Sigma) and project management tools to enable improvements in customer and business value.
  • Provide training, mentoring and guidance to others in the business in the use of Continuous Improvement tools.
  • Perform HR process benchmarking through external (APQC, Gartner, SHRM etc.) and internal sources Assist with setup, implementation, maintenance of all new HR transactional processes, procedures and tools.
  • Ensure that in implementing change relevant measures and/or Key Performance Indicators are in place and that any deviance can be identified and justified.
  • Research, recommend and obtain approval for implementation of best practice that would contribute to the successful delivery of HR operations in order to champion and measure continuous improvement.


  • Support GS vertical leads to build and maintain strong relationships with key stakeholders.
  • Develop communication tools to embed SSC process change projects as necessary.
  • Work closely with GBS vertical leads to ensure that process and intranet updates for their areas are of high quality, accurate, executed in a timely manner and changes are communicated in a clear manner.


Personal Characteristics and Required Background:​​​​​​​

Skillset (job specific technical skills and behavioral competencies needed)

  • Very good knowledge of HR processes within BPO/SSC
  • Practical knowledge of SLAs and workload management
  • Time management – ability to focus and get things done and know what business is critical; able to deal with conflicting priorities and ambiguity
  • Co-ordination/planning/resource allocation – ability to bring together different people with conflicting schedules/ideas and meet deadlines
  • Experience of working in SAP SuccessFactors environment
  • HR technologies knowledge
  • Process excellence knowledge
  • Working with a large number of internal stakeholders
  • Organizational and time management skills
  • Project Management / Communication skills
  • Strong Project management skills
  • Highly organized and responsive, with ability to work to SLAs and tight deadlines
  • Experience in creating performance reporting frameworks
  • Numerate and a lateral thinker, good at data analysis, with a strong attention to detail
  • Excellent Documentation skills
  • Sound stakeholder management and communication skills
  • Willingness to learn new change methodology and tools
  • Proven experience of working with ambiguity and managing multiple projects/tasks
  • Managing and coaching others

Minimum experience

15+ years of general professional experience in Human Resources including at least 5 years of managerial experience and at least 5 years of cross HR exposure. Experience of working across a sector/ different country would be preferable.

Minimum Qualifications/education

University degree preferably an MBA