Digital Transformation & Process Excellence Manager

About UsDaftra - دفترة is a leading cloud-based SaaS provider supporting more than 50 business sectors across the Arab region. Our platform delivers secure, scalable, and fully customizable enterprise management solutions with a 99.9% uptime guarantee, accessible anytime, anywhere, across multiple devices.At Daftra, we simplify business operations by empowering organizations with flexible systems that grow with their needs backed by strong engineering, product excellence, and customer-centric innovation.Objective of the Position:This is one of the highest-leverage roles we're creating this year. You'll own the shift from growing through headcount to growing through capability: leading AI and automation adoption across Izam/Daftra's operating functions, re-engineering processes end to end, and building the internal muscle for agentic process excellence — AI agents that monitor, flag, and self-correct on an ongoing basis, not one-off projects that fade after launch. Every process you redesign and every agent you stand up compounds capacity for the whole business, freeing teams to take on more without adding headcount — and puts you in the room where growth strategy gets decided.

Key Responsibilities

Process Diagnosis & RoadmapDiagnose end-to-end processes across all operational and technical departments to find automation and efficiency opportunities.Design and lead the roadmap for AI adoption and workflow automation (RPA, low-code, AI copilots, and autonomous AI agents) across these functions — progressing from one-off automation projects toward always-on, agentic process monitoring.Build the business case and ROI model for each transformation initiative, tying it to freed-up capacity rather than headcount reduction.Workforce Planning & Process StandardsPartner with department heads and HR to translate automated efficiency gains into revised workforce and workforce-planning models.Establish process excellence standards (Lean/Six Sigma-style methodology) and a governance cadence for continuous improvement.Rollout Ownership & AdoptionOwn each rollout end to end, not just the build: win buy-in from the affected department heads before launch, get their teams trained on the new way of working, and track adoption afterward so it sticks rather than quietly reverting to the old manual process.Performance Reporting & Root-Cause AnalysisReport transformation impact (hours saved, cycle-time reduction, error-rate reduction, capacity freed) to leadership on a recurring basis via an executive operations dashboard.Drive structured root-cause analysis on recurring operational issues and SLA breaches, ensuring fixes address systemic causes, not symptoms, and are tracked through to closure.Strategic Advisory & AI GovernanceAct as a strategic advisor to the CEO and function heads on operational efficiency, translating growth plans into a prioritized improvement and automation roadmap.Define the governance model for autonomous AI agents — decision rights, guardrails, escalation paths, and audit trails — so agent-driven process changes stay accountable as they scale.Required Qualifications:Education & ExperienceBachelor's degree in Engineering, Computer Science, Business Administration, or a related field; an MBA or relevant postgraduate degree is an advantage.8–12+ years of experience in process excellence, digital transformation, or business process automation.3+ years leading or directly building automation initiatives (RPA, low-code, or AI-driven workflows), with demonstrated ownership of a program business case and ROI.5+ years managing or directly influencing teams, including cross-functional/matrixed structures.Proven track record leading process reengineering in a mid-size company (200–1,000+ employees); SaaS, ERP/software, digital-platform, telecom, or tech-enabled BPO background preferred.Lean Six Sigma Green or Black Belt certification, or equivalent deep hands-on Lean/value-stream-mapping experience.Technical SkillsHands-on delivery of automations using RPA platforms (UiPath, Power Automate, Automation Anywhere), low-code workflow tools, or agentic AI/LLM-based automation.Strong quantitative skills in building ROI models and business cases; proficiency in Excel and Power BI for sizing and tracking process metrics.Working knowledge of change management frameworks (e.g., ADKAR, Kotter).Advantageous: process mining (Celonis, UiPath Process Mining), AI-agent orchestration and governance, SAP or core ERP platform familiarity, and workforce-planning exposure.Soft SkillsAble to lead non-technical department heads through change and drive sustained adoption.Confident communicator and advisor at executive level, including steering-committee reporting.Structured, data-driven, and outcome-focused, with ownership from diagnosis through benefits realization.Fluent in English and Arabic.Nice to Have:Process mining exposure (Celonis, UiPath Process Mining) to surface automation targets from data rather than only interviewsExposure to agentic AI/AI-agent orchestration platforms, or experience designing governance and guardrails for autonomous AI agentsExperience in a cost-pressured or scale-constrained environment (post-hypergrowth SaaS, PE-backed turnaround, outsourcing/BPO)Prior internal-consulting or client-facing operational excellence backgroundExposure to workforce planning or HR operating modelsSAP or core ERP platform familiarityWhy Join Daftra?- USD Salary- Transportation allowance- Career growth- MBA discount- Gym membership- Friendly environment