| Job Location | Riyadh, Saudi Arabia |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Telecommunications; Banking |
| Functional Area | Not Mentioned |
? To ensure the SLA Targets are met within planned time, cost and quality norms by ensuring effectiveutilization of the allocated resources.? To ensure the development and maintenance of Standard Operating Procedures (SOP) and otherdocumentation to ensure uniformity across teams and processes.? Responsible for process deliverables as per agreed SLAs and quality.? Performance Management.? Ensure timely appraisals of the operations team.? Ensure that attrition is managed in the business and the right people with the right skills are recruited intoroles.? Handle escalations - internal from within the organization and external from clients.? Liaison with various departments within the organization.? Take the lead in implementing new systems and processes.? Suggest areas of improvement to the client.? Address any people management issues on the operations floor.? Plan shift management and floor planning.? To ensure seamless handover of the shifts by reviewing the Shift Handover process and suggest anyimprovements.? Conducting Managers review sessions periodically and identify the areas of concern and suggestimprovement plan for the same.? Present the weekly / monthly process wise performance to senior management & to clients.? Facilitate to meet contractual obligations and client expectations.? Ensure all contingency plans are in place.? To maintain a perfect work flow of the profit center, preparing strategies for implementing effectiveconcept of operation, better productivity and profitability.? Operational planning and change co-ordination for all expansion initiatives.? Monitor employee satisfaction and act to ensure that this remains high.? Manage staff on a daily basis, distribute work, assign account responsibilities, ensure appropriate stafflevels, and provide necessary training.? To ensure performance levels of Team Managers and Process Executives meet the service levelagreements.? Monitor core departmental deliverables of cash and asset reconciliations for completion withinestablished deadlines.? Exceptions are reviewed, researched and resolved for all accounts per established tolerance levels.? Work with the team to complete long-range projects designed to improve workflows, streamlineprocesses, lower error rates, increase client satisfaction, etc.? Participate in cross-departmental initiatives formulated to create or improve existing functionality andprocesses.? Consistently evaluate and update documented procedures to ensure they are complete, accurate andcurrent.? Drive performance & cost-efficient process initiatives.
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