Role summary
The Sales & Leasing Performance Unit is responsible for defining, governing and enabling best-practice Sales & Leasing standards across Qiddiya. The Manager - Performance Excellence assures, monitors and diagnoses Sales & Leasing performance across Qiddiya. The role operates as part of central Sales & Leasing governance and enablement function, focusing on performance assurance, Quality Assurance and Quality Control, Mystery Shopper programs, performance monitoring and Root Cause Analysis. The role provides objective performance diagnostics and risk visibility across all Sales & Leasing asset classes including Residential, Retail, Office and Land, ensuring early identification of performance issues and their translation into governed corrective action requirements and continuous improvement inputs.
Responsibilities
- Lead the Performance Excellence function for Sales & Leasing as core pillar of central governance and enablement model
- Establish and maintain Sales & Leasing performance assurance frameworks, methodologies and controls
- Act as primary authority for Sales & Leasing performance governance, assurance and control activities
- 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
- Own and govern the Sales & Leasing Mystery Shopper program as 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
- Oversee Sales & Leasing performance monitoring in collaboration with 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
- Establish and govern structured Root Cause Analysis 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 requirements and formally hand off improvement actions to Continuous Improvement function
- Provide clear, evidence-based improvement requirements to Continuous Improvement function based on RCA outcomes
- Validate effectiveness of implemented improvements through post-implementation performance assurance and re-validation
- Partner closely with Sales & Leasing Operations, CX, CRM, Digital, Training, BI and VoC teams to ensure alignment
- Ensure alignment between standards, performance expectations and execution
- Act as escalation point for Sales & Leasing performance, quality and compliance risks
- 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
Qualifications
- Bachelor's degree in business, Engineering, Quality, Operations or related discipline
- Minimum 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
Requirements
- Master's degree in business administration or 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
Education
Bachelor's degree in business, Engineering, Quality, Operations or related discipline; Master's degree in business administration or related field advantageous
Experience
Minimum 6 years in Performance Excellence, Quality Assurance, Operational Excellence or related domains; at least 2-3 years in senior or managerial roles
Skills
- QA/QC frameworks
- Performance monitoring
- Diagnostic methodologies
- Root Cause Analysis
- CAPA in complex operational environments
- Analytical skills
- Judgment skills
- Stakeholder management
- Team leadership
- Team development