Manager - Performance Excellence - CDU6

Job Purpose

The Sales & Leasing Performance Unit (PU) is responsible for defining, governing and enabling best-practice Sales & Leasing standards across Qiddiya. The unit supports Sales & Leasing Operations by developing and managing policies, procedures, standardized documents, templates, tools and performance frameworks that ensure consistency and scalability across asset classes. It oversees Sales & Leasing capability development through structured training frameworks and an online Sales & Leasing training academy and governs the Sales & Leasing customer journey in alignment with CRM, digital sales tools, experience center requirements and operational readiness. The PU also provides market intelligence, benchmarking and performance insights to drive informed decision-making and continuous improvement within Sales & Leasing.

The Manager - Performance Excellence is responsible for assuring, monitoring and diagnosing Sales & Leasing performance across Qiddiya. The role operates as part of the central Sales & Leasing governance and enablement function and focuses on performance assurance, Quality Assurance / Quality Control (QA/QC), Mystery Shopper programs, performance monitoring and Root Cause Analysis (RCA).

The role provides objective performance diagnostics and risk visibility across all Sales & Leasing asset classes (Residential, Retail, Office, and Land), ensuring performance issues are identified early and translated into governed corrective action requirements and continuous improvement inputs.

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.

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.

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.

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.

Knowledge, Qualifications & Skills required

(must have to perform the role)

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.

(advantageous)

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).