Business Process Manager

The Business Process Manager is responsible for driving continuous improvement across contact center operations by establishing process governance, performance measurement, and best-practice frameworks. This role will act as the single point of truth for all contact center process performance — including process times, automation coverage, manual effort analysis, and operational bottlenecks. The individual will work closely with team leaders, workforce planning, digital, and training teams to identify opportunities, implement change, and ensure process consistency, documentation, and monitoring across the organization. Process Governance & Optimization Establish and maintain process documentation for all key contact center workflows Lead the development and rollout of process governance standards and ownership models Facilitate regular reviews of process effectiveness, bottlenecks, and exceptions Champion simplification, automation, and digitization across manual-heavy processes Operational Reporting & KPI Management Define and report on process-level KPIs, including handling times, rework rates, touchpoints, and turnaround times Partner with Business Intelligence to track automation ratios vs. manual effort by process Identify trends, deviations, and root causes of underperformance at the process level Benchmark against internal and external best practices to inform process redesign Lead and support Lean, Six Sigma, or Kaizen-style initiatives focused on time, cost, or quality improvements Collaborate cross-functionally to prioritize and implement process changes Ensure change is well-documented, measured, and embedded through training and SOP updates Process Change Enablement Serve as the gatekeeper for process change control Collaborate with training, QA, and workforce teams to ensure updated processes are operationalized Provide input into technology enhancements and automation opportunities tied to process design Bachelor’s degree in Business Administration, Industrial Engineering, Operations, or related field Certifications in Lean Six Sigma, Process Improvement, or Change Management. Minimum 5 years of experience in a business improvement. Proven experience leading or supporting process improvement initiatives. Familiarity with process mapping tools or systems (e.g., Visio, ARIS). Experience working with automation, digitization, or self-service strategies. Strong understanding of workflows design and performance drivers. Experience building or owning SOPs, process maps, or governance structures. Analytical mindset with strong attention to detail and documentation. Strong stakeholder engagement and facilitation skills. Fluency in English. Certifications in Program and Change Management. Program leadership experience. Familiarity with Contact Centres, CRM, WFM, or ticketing platforms Knowledge of Arabic Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Management and Manufacturing Industries Travel Arrangements Referrals increase your chances of interviewing at Miral Destinations by 2x Get notified about new Process Manager jobs in Abu Dhabi Emirate, United Arab Emirates . 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