Manager - Operational Excellence

Astra Tech
Dubai
Workplace: OnsiteFull timeFunction: Business OperationsExperience: 7-10 yearsSkills: ["Analytical","Stakeholder management","Communication","Leadership"]

Build and lead the Operational Excellence function, starting with Customer Service and expanding across Operations. Establish quality management frameworks, governance, scorecards, sampling, calibration, and continuous improvement practices. Drive CSAT improvement through structured analysis of feedback, QA findings, and operational data, including root cause analysis and journey mapping. Lead a specialist team across quality, business analysis, SOP/knowledge management, and training, partnering with Product, Technology, Risk, and Compliance in a technology-led environment.

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FursaFursa
Astra Tech
Astra Tech
20 hours ago

Manager - Operational Excellence

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Last checked: 2 hours agoStatus: Live

Job Summary

Build and lead the Operational Excellence function, starting with Customer Service and expanding across Operations. Establish quality management frameworks, governance, scorecards, sampling, calibration, and continuous improvement practices. Drive CSAT improvement through structured analysis of feedback, QA findings, and operational data, including root cause analysis and journey mapping. Lead a specialist team across quality, business analysis, SOP/knowledge management, and training, partnering with Product, Technology, Risk, and Compliance in a technology-led environment.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Own and continuously develop the end-to-end Quality Management Framework across Customer Service and progressively wider Operations, including outsourced/BPO operations.
  • •Establish consistent quality standards, scorecards, sampling methodologies, calibration processes, and governance.
  • •Own the CSAT improvement framework, analyzing customer feedback, contact drivers, QA findings, and operational data to identify recurring pain points.
  • •Conduct structured root cause analysis, map customer and operational journeys to identify failure points and simplification opportunities, and translate insights into improvement opportunities for Operations, Product, and Technology.
  • •Lead and develop a specialist Operational Excellence team (approximately 4–5) across Business Analysis, Quality, SOP/Knowledge Management and Training, driving objectives, priorities, and performance expectations.

Key Requirements

  • •7–10 years of experience in Operational Excellence, Customer Experience, Quality, Business Analysis, Continuous Improvement, or related operational disciplines.
  • •At least 3 years in a leadership or management role within Operational Excellence, Quality, Transformation, or a comparable function.
  • •Demonstrated experience building or managing an end-to-end Quality Management Framework.
  • •Strong root cause analysis, process improvement, and operational problem-solving using data and operational insights to drive measurable improvements.
  • •Experience establishing SOP/knowledge management and training governance frameworks, and strong CSAT improvement methodologies.
Experience:7-10 yearsFintechFinancial servicesPaymentsLendingTelecomE-commerce
Skills:AnalyticalStakeholder managementCommunicationLeadership
Tech Stack:AutomationAISpeech/text analyticsCRMOperational analytics

Company Brief

Astra Tech
UAE-based technology company offering technology solutions and systems integration services, focusing on IT infrastructure, security systems, and smart building / automation solutions for commercial and residential clients.
Industry: Professional Services
Headquarters: United Arab Emirates
Website