Process & Systems Management Manager

Job Title:

Process & Systems Management Manager

Role Summary:

As the Manager of Process & Systems Management within the Operations Excellence Function at Floward, you play a strategic role in guiding the organization through its operational, digital, and transformational initiatives. This leadership position is key to optimizing business processes, spearheading digitalization efforts, and ensuring technology is seamlessly integrated across operations. You are the catalyst for change, empowering teams through comprehensive training programs and driving the adoption of innovative solutions that boost efficiency, customer satisfaction, and business agility. Aligning operational strategies with Floward's overarching goals, your contributions will be pivotal in enhancing our operational landscape and reinforcing our status as a global leader in the online and offline gifting industry.

Key Responsibilities:

1. Business Process Optimization

• Lead identification and analysis of business process inefficiencies and bottlenecks.
• Design and implement optimized workflows to enhance productivity and efficiency.
• Ensure process alignment with business objectives and customer expectations.
• Utilize KPIs and feedback for continuous process performance improvement.
• Standardize and document processes for consistency and quality.

2. Training and Development

• Develop and facilitate comprehensive training programs for updates and best practices.
• Maintain training materials like manuals, e-learning modules, and videos.
• Assess and improve training effectiveness.
• Promote continuous learning and professional development.

3. Digitalization and Transformation

• Drive digital transformation to automate and digitalize business processes.
• Implement new technologies and digital tools aligned with business goals.
• Ensure seamless transition during the digitalization of manual processes.
• Foster digital practice adoption among staff.

4. System Management and Integration

• Manage IT systems selection, customization, and integration.
• Oversee system upgrades and maintenance for operational continuity.
• Establish system protocols and security measures.
• Serve as liaison between operations and IT for best practices and troubleshooting.

5. Change Management

• Lead change management for process, system, and digital transformations.
• Develop communication plans for stakeholder engagement.
• Facilitate smooth adoption of changes and adjustments for desired outcomes.
• Cultivate a culture that embraces change and continuous improvement.

6. Strategy and Collaboration

• Align process, system, and digitalization strategies with business objectives.
• Collaborate with cross-functional teams for integrated operational excellence efforts.
• Engage in strategic planning, providing insights on efficiencies and innovations.
• Partner with external vendors to enhance operational capabilities.

Key Performance Indicators (KPIs):

1. Process Efficiency Improvement:
   Measure the reduction in process completion times and the increase in transactions or operations handled per unit of time, demonstrating enhanced productivity and operational efficiency.
2. Training Program Effectiveness:
   Evaluate the increase in staff proficiency and performance post-training, through metrics such as decreased error rates, improved operational speed, and higher customer satisfaction scores.
3. Digital Transformation Impact:
   Quantify the success of digitalization initiatives through metrics such as increased automation adoption rates, reduction in manual process dependencies, and positive changes in customer engagement and satisfaction levels.

About Floward

Floward is the leading online flowers and gifting company in the Middle East and the UK. Our company was founded in 2017, and within five years we expanded our operations to include nine countries. At Floward, we pride ourselves on creating a seamless and innovative experience for our customers and we love making the process of sending flowers and gifts as enjoyable as receiving them. We make sure to source our flowers daily from the best ethical growers and farmers around the world to create one of a kind stunning arrangements and plants that fit every occasion.

We are known for our flower arrangements, but we made great partnerships with local and international brands in all our communities to offer our clients a wide range of gifts including chocolate, perfumes, cakes, jewellery, and more.

Operating in 37 cities in nine countries across the MENA region and London, UK, we guarantee same-day delivery across the board through our own refrigerated fleet to ensure that gifts and arrangements arrive fresh to the customer.

To know more about us;