Manager - Performance Excellence

Role Description

Core Accountabilities

Performance Excellence Leadership & Governance:
Lead the Performance Excellence function for Sales & Leasing as a core pillar of the central governance and enablement model.

Establish and maintain Sales & Leasing performance assurance frameworks, methodologies and controls.

Act as the primary authority for Sales & Leasing performance governance, assurance and control activities.

Quality Assurance / Quality Control (QA / QC):
Design, implement and govern Sales & Leasing QA / QC frameworks, including audits, evaluations, calibrations and scoring methodologies.

Ensure consistent application of QA / QC standards across Sales & Leasing channels, asset classes and delivery models.

Review quality outcomes to identify systemic risks and performance gaps.

Mystery Shopper Program Governance:
Own and govern the Sales & Leasing Mystery Shopper program as an independent performance validation mechanism.

Define scenarios, evaluation criteria, scoring models and reporting standards aligned with Sales & Leasing journeys and SOPs.

Ensure mystery shopper findings are integrated into performance diagnostics and improvement planning.br> Performance Monitoring & Diagnostics:
Oversee Sales & Leasing performance monitoring in collaboration with the Business Intelligence function.

Analyze QA / QC results, mystery shopper outcomes, KPIs, and VoC inputs to identify performance issues, risk areas, and control gaps.

Prepare structured performance diagnostic reports and insights for leadership review. br>

Root Cause Analysis (RCA) & CAPA:
Establish and govern structured Root Cause Analysis (RCA) methodologies for Sales & Leasing performance issues.

Lead RCA activities to diagnose underlying causes of performance gaps, non-compliance, or quality failures.

Define Corrective and Preventive Action (CAPA) requirements and formally hand off improvement actions to the Continuous Improvement function.

Interface with Continuous Improvement:
Provide clear, evidence-based improvement requirements to the Continuous Improvement function based on RCA outcomes.

Validate the effectiveness of implemented improvements through post-implementation performance assurance and re-validation.

Stakeholder Management & Collaboration:
Partner closely with Sales & Leasing Operations, CX, CRM, Digital, Training, BI and VoC teams to ensure alignment between standards, performance expectations and execution.

Act as the escalation point for Sales & Leasing performance, quality and compliance risks.br> Team Leadership & Development:
Lead and develop the Performance Excellence team, including analysts, ensuring capability, accountability and consistent delivery.

Set priorities, allocate resources and ensure timely delivery of assurance and improvement activities.

Bachelor s degree in business, Engineering, Quality, Operations, or a related discipline.

Minimum of 6 years of experience in Performance Excellence, Quality Assurance, Operational Excellence, or related domains, with at least 2-3 years in senior or managerial roles.

Strong expertise in QA / QC frameworks, performance monitoring, and diagnostic methodologies.

Proven ability to conduct and govern Root Cause Analysis and CAPA in complex operational environments.

Strong analytical, judgment and stakeholder management skills.

Master s degree in business administration or a related field.

Professional certifications in Business Excellence, Quality, or Continuous Improvement.

Experience within Sales, Leasing, real estate, or customer facing operational environments.

Arabic language capability (written and spoken).