Senior Manager Operations

Job Title:
Senior Manager Operations
Job Description
Principal Duties and Responsibilities:
* Leading a team of Operational Managers to perform in all aspects of the outsource / call center environment including (but not limited to): Workforce, Quality, Hiring, HR, Training, Operational performance and Client Balanced Scorecard results associated with all LOBs and programs.
* Maintain and grow revenue of existing Clients/Programs.
* Profitability of existing programs, including revenue, margins, billing performance, seat utilization through to GM.
* Owns Client satisfaction on all new business and growth
* Partnering with Business Development/Service Delivery to leverage and pursue new business from the existing client.
* Partnering with all internal stakeholders to ensure process optimization, continuous improvement, and other enhancements to improve performance and business culture.
* Responsible for meeting service commitments through data collection, root cause analysis and action planning.
* Be involved and key in managing Client commitments, contracts, and expectations.
* Conduct account reviews both internal and external. Staff, motivate and develop management team (includes dotted line Partners).
* Translate company strategies into organizational initiatives/activities.
* Develop and maintain relevant industry knowledge.
* Responsible for selecting, training, developing, and managing performance of direct reports in area of specialty; and mentoring, coordinating, planning, and providing direction for work group(s) in accordance with the organization 's policies and applicable legal requirements.

Education & Professional Certifications:
Bachelor's degree in related field from a four-year college or university. Six
to eight years related experience or equivalent combination of education and
experience.

Candidate Profile:
* Must have proficiency with various software applications programs including Microsoft Office especially Excel.
* Must possess a willingness to take ownership of account(s) and want to be involved in anything that impacts that account.
* Strong ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills including the ability to act as a role model within the organization.
* Excellent ability to demonstrate innovation and good judgment/problem solving skills when making decisions.
* Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
* Ability to coach, develop action plans, which maximize performance, and provide effective feedback.
* Proven ability to analyze and improve work processes and policies. Work well under pressure, professional demeanor, and strong communication skills (verbal & written).
* Excellent financial analysis and budgetary skills.
* Skilled in defining service requirements and translating into specific service plans.
* Ability to modify and refine service plans and operational practices to meet changing customer requirements or process improvements.
* Ability to analyze and implement processes and problem resolutions.
* Advanced knowledge of financial analysis, accounting and economic principles of contracts and legal documents.
Location:
EGY Cairo Maadi Location
Language Requirements:
Time Type:
Full time2023-‎04-‎02
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