[ref. l20354120] Associate Director - Service Excellence (Finance)

Job Description

We are looking to hire an Associate Director Service Excellence who will be responsible for overseeing and enhancing the quality of financial service delivery, stakeholder relationship management, and driving continuous improvement initiatives for our client based in Dubai which is one of the largest companies in the region.

This is a permanent role within the organization.

The role sits within the Finance Shared Services department and reports directly to the Finance Excellence Director.

We are looking for a passionate Associate Director focused on delivering excellence in financial service operations and driving quality assurance, customer experience, and continuous improvement across the finance function. You should also have experience in service delivery, stakeholder management, quality assurance, customer experience programs, and team development in a shared services or finance environment.

Key responsibilities:

• Oversee delivery of financial services ensuring alignment with performance metrics.
• Monitor and improve service delivery processes.
• Collaborate with internal and external stakeholders to align expectations.
• Develop and implement quality assurance processes and conduct regular audits.
• Design and deliver training programs for the Service Excellence team.
• Manage resource allocation based on service demand.
• Serve as a key contact for escalated service issues and stakeholder communication.
• Drive customer experience initiatives, implement Voice of the Customer (VOC) programs, and apply feedback for continuous improvement.

Knowledge, skills & experience:

• Bachelor's degree in Finance, Business Administration, or related field.
• 7+ years of relevant experience in service excellence or finance shared services.
• Strong background in service delivery, quality assurance, and continuous improvement.
• Experience with ERP systems, service management tools, and automated reporting processes.
• Relevant certifications (e.g., Six Sigma, Lean Management) are a plus.
• Strong problem-solving and analytical skills with the ability to interpret complex data.

Availability:

• Preference will be given to candidates available immediately or a maximum of 30 days after accepting the offer.

We are looking for a candidate who will be able to work in United Arab Emirates. Please apply with your resume and remember to provide us with your contact details.

We will review your job application within 7 working days. Should your profile fit the requirements of the role, a consultant from Edari will be in touch with you to get a deeper understanding of your profile, to discuss the role in more detail, and potential next steps.