Service Operations Excellence Manager

Certified as a Top Employer in the UAE Qatar KSA and Oman KONE is committed to creating a better workplace through excellent people practices. We prioritize fostering a strong work culture setting high standards for quality and efficiency and creating a workplace that nurtures collaboration diversity growth and well-being.

KONE Middle East Turkey & Africa (KMTA) is embarking on an exciting growth journey and expanding its direct market presence. As part of this growth we are looking for a Service Operations Excellence Manager to join our regional Service team based in our office in Dubai.

The Service Operations Excellence Manager leads and supports Service operations management on the front line to implement ensure compliance with and maintain the performance of end-to-end business processes and supporting systems. Further he/she interacts with global/area service functions to improve daily front-line operations enabling increased safety customer satisfaction quality productivity sustainability and business performance.

Responsibilities and key activities:

• Drive field processes and continuous improvement practices with regions to ensure safety customer satisfaction quality productivity and sustainability
• Actively contribute to the future development plans of the Service business at Front Line level collaborating with Area and global teams to further improve global solutions and processes
• Drive in coordination with Area and Global process owners the Front Line implementation utilization and constant improvement of the KONE Way (KW) business processes and tools to become part of daily operations (e.g. MBM / DMP FSM MAP Traction Control operational reports Supervisor Role and Mobility 24/7 and VAS services etc.)
• Together with Service Operations Managers in regions set follow-up targets according to the Field Operations Management Model making sure that operational fundamentals are in place monitoring deviations analyzing opportunities and setting improvement actions
• Responsible for using and analyzing KPIs converting analysis into concrete proposals for Front-Line and regional management to improve daily operations and realize productivity improvement targets in a hands-on manner.
• Train and coach Supervisors and Service Operations Managers in the use of Service tools processes KPIs and targets contributing to the field competence development together with Learning & Development.
• Accountable for route optimization capacity planning and maintenance profile optimization in the Front Line
• Drive high-standard customer service capability by working closely with Sales CS&A and Technical Helpdesk teams.

Are You the One

• University degree (.) in Business Engineering or an equivalent field.
• Fluent in English with strong communication and interpersonal skills.
• Previous experience in Service Operations or a comparable business environment.
• Experience in Project Management including driving and realizing business benefits.
• Experience in Field Operations management and/or development preferably within a service or maintenance industry.
• Proven ability to lead and execute development initiatives across multiple geographies countries business units or entities.
• Strong strategic thinking skills and the ability to understand and manage strategic concepts.
• Ability to lead and develop a small team of two people.
• Proactive energetic and results-oriented approach.

At KONE we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is being a great place to work we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

At KONE we believe in fair and competitive pay that recognizes performance and supports employee engagement. Our approach covers a comprehensive total rewards package including both financial and non-financial benefits. We are committed to fostering a culture of fairness respect equity diversity and inclusion.

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Manager