Process Manager

Job Description

Job Summary
This job is responsible for documenting all business and functional policies and processes in the Group and improving
their effectiveness. In this role, you will be creating process documentations for all new/non-documented processes,
evaluating the effectiveness of established processes, developing improvement strategies, and facilitating change
related to implementing policies and processes. You will also be required to update process documents and conduct
efficiency audits.

Reporting Structure
• This job reports to the CEO’s Office

Job Objectives
• Policy and process documentation creation and implementation across the organization
• Standardization of processes across the organization
• Evaluate existing processes, analyze implemented changes, and recommend adjustments to workflows, schedules,
or other processes, as needed
• Introduce innovative new practices into business processes to help the business progress.
• Deliver training for new processes
• Communicate the updates on processes and policies to all stakeholders
• Propose, evaluate and decide on tools/systems to automate iHorizons business processes

Job Responsibilities
Policy and Process Documentation
• Work with various BUs and departments to create and document all needed policies, then translate them into the
needed processes and procedures
• Prioritize and identify policies and processes to be documented for the organization
• Standardization - set up documentation standards and procedures across BUs and functional units
o Prepare formats, templates, structures, process maps and interdependencies for various business
processes
o Prepare the list of outcomes and expected results from established processes
o List the tools and techniques required to arrive at a complete process
o Brainstorm and collaborate with key players and subject matter experts (SMEs) in each process and
department to establish and execute the processes across BUs
o Identify and list key role players in preparing and executing these processes
• Create policy and process documentation for all the identified processes, workflows, etc.
• Manage the implementation of the established processes
Process Improvement and Management
• Evaluate existing business processes
• Determine and outline business & functional process improvements
• Coordinate process improvement strategies with internal stakeholders
• Oversee all aspects related to the implementation stages of process improvement initiatives
• Analyze and monitor implement changes to processes and adjusting as needed
• Guide and drive teams and individuals who are assigned with process improvements
• Perform ongoing analyses on processes related to productivity, quality, costs, and time management
• Present progress reports and integrating feedback and process gaps if any
• Revise and update procedures and policies

iHorizons Job Description – Process Manager Page 1 of 3

Process Development
• Compile and analyze information regarding the organization’s business and functional processes
• Discuss process standards and how to accomplish them with other teams, senior management
• Work with management teams to provide recommendations and solutions to process quality issues
• Report on the quality of process throughout all phases of business functions
• Onboard and train new process/quality team members
• Stay up to date with new process / quality techniques and methods
• Review and recommend change orders or amendments to the project specifications to overcome any obstacles
• Create and present process improvement reports
• Troubleshoot and improve new processes

Job Requirements
Educational Qualification
• Bachelor's degree in business management, process control management, or similar
• A Master's degree in business administration will be advantageous
• Lean/Six Sigma training
Previous Work Experience
• 10-12 years' experience holding various roles in developing and implementing process, and at least 4 years as a
manager
• Previous work experience in the IT industry knowledge of IT industry processes.
• Experience in CMMI is a plus
Skills and Abilities
• Deep understanding of business management, excellent communication skills, and the ability to coordinate with
multiple teams
• Ability to identify and improve key processes in reducing manhours/costs, and improve productivity
• Excellent problem-solving, troubleshooting, analytical and interpersonal/written/verbal communication skills
• Expert in breaking down problems and finding solutions
• Willingness to assist other departments to develop solutions and metrics
• Proficiency in business management software, such as ProWorkflow
• Proficiency in building flowcharts using various apps, including Microsoft Visio
• Exceptional written and verbal communication skills.
• Report and procedure writing skills.
• Arabic speaking is a plus

Career Path for the Role

• Senior Process Manager

Behavioral Competencies
Competency Level
Driving Results Advanced
Communicating Effectively Advanced
Managing by motivating and empowering Intermediate
Strategic Focus Intermediate
Problem Solving and Decision Making Intermediate
Developing Self and others Intermediate
Adapting and Responding to Change Advanced
Innovation Intermediate

iHorizons Job Description – Process Manager Page 2 of 3

About iHorizons
iHorizons is a leading provider of business solutions and technology services in the Arab World. Headquartered in Doha,
Qatar, we work with prominent clients to support their digital service migration journeys. The ultimate outcomes are
radically improved customer experiences and increased operational efficiencies.

We are a forward-looking organization, always enhancing our methodologies and adopting new technologies so that
we would serve our customers better and improve our position in the market. We have an outstanding culture, and we
provide unique opportunities for career growth to all our staff.

iHorizons Job Description – Process Manager Page 3 of 3