Operations Manager

Job Description & Specification:
Job Summary

The Operations Manager is the senior manager and highest level of escalation
in Egypt in relation to Operations, Sales and Administrative Functions. The
position will be reporting directly to the Offshore Site Head. He / She is
responsible for ensuring that all in country operations, sales and
administrative activities are performed in an effective and cost-efficient
way. He / She must ensure that in country services are performing to the
highest possible level while meeting and exceeding service levels, and
delivering outstanding customer experience. He / She must ensure that all in
country finance, administrative, and operational activities are performed in
line with global policies while remaining compliant with local regulations.
He/She will also be coordinating closely with the function of the Country
Manager in relation to corporate and regulatory compliance - tax, legal,
accounting, vendor contract management, and audit activities.

The Operations Manager will oversee both BPO and ITO operations, sales and
administrative functions (HR (excluding payroll operations and compliance) and
Facilities including IT operations). He/She will be directly responsible for
managing the Production Manager, Information Technology Manager/Officer and HR
Manager. The Operations Manager will have administrative line to the Finance
Manager.
Key Tasks and Responsibilities

• Senior point of escalation for in-country operations, sales and administrative matters


• Lead Marketing, Sales, and Operations to deliver overall targets


• Governance and management of operations, sales and administrative activities


• Company representative for operations, sales and administrative organisations


• Work with the Country Manager in coordinating with local advisors to ensure an understanding of local regulatory requirements


• Escalation of appropriate operations, sales and administrative matters to the Offshore Site Head


• Escalation of Regulatory Compliance matters to the Country Manager


• Work with the Country Manager, to support in country activity in the following areas:
  
  
  • Facilities Management; Business Continuity
  
  
  • Health and Safety
  
  
  • Information Security
  
  
  • Quality, Compliance, and Best Practice
  
  
  • General Administration
  
  
  • Payroll
  
  
  • 
    
    
    
    • Provide input to company management on relevant local information (e.g., changes in legislation, changes in industry practice, competitor activities, etc.)
    
    
    
    
  
  
  • Legal
  
  
  • Work with Global Finance in the following areas
    
    
    • Finance
    
    
    • Accounting
      Measurable Outputs
    
    
    
    
  
  
  • P&L Targets of the Egypt Site Operations
  
  
  • Sales and Operations KPIs / SLAs
  
  
  • Local attrition rate
  
  
  • Local absence rate
  
  
  • Compliance with local labour regulations
  
  
  
  

Decision Making Authority
* Endorsement to Country Manager of monthly operational budget requirements
* Financial approval of petty cash and operational expenses indicated in the monthly budget requirements within the limits defined in the relevant procedures
* Endorsement of annual salary review
* Overtime approval
* Local recruitment

Practical Requirements
* International travel
* Available for ‎24 x ‎7 escalation
* Skills / Attributes Required
To perform this job successfully, an individual must be able to perform each
essential duty satisfactorily. The requirements listed below are
representative of the knowledge, skill, and/or ability required.

    * At least ‎10 years of working experience in sales and operations in the BPO and/or ITO industry
    * Excellent leadership, people management, communication and influencing skills at a senior level. Has handled at least ‎100 FTEs
    * Strong organizational, analytical, and managerial skills
    * Strong understanding and accountability for P&L targets
    * Should have a record of accomplishment of meeting and delivering targets
    * Proven ability to build and maintain strong client relationships and influence key stakeholders
    * Proven ability to translate business strategy into day-to-day delivery
    * Able to delegate effectively and appropriately
    * Able to represent the company values and culture both internally to staff and externally to clients and other organisation
    * **Qualifications [EDUCATION and/or EXPERIENCE]**
      * Proven working experience as a Senior Manager.
      * Fluent in both English and Arabic (Speech, Written, Reading, Comprehension) B2 or higher.

Other Duties:

The Operations Manager will be required to undertake any other duties
according to the needs of the company. This job description is not intended to
be an exhaustive list of activities, but rather an outline of the main areas
of responsibility. Any reasonable changes will be discussed and agreed with
before any variations to the job description are made.
Skills :
* Microsoft Office : Expert
Languages:
* English : Excellent

Job Details

Country:
EGYPT
City:
Cairo
Area:
Maadi
Job Type:
Full Time
Industry:
Call center / Contact center,
Gender:
Salary Negotiable:
Yes
Age From:
‎40
Age To:
‎50
Experience:
‎10 - ‎12 Years
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