Leading all the Shared Services Centre Supporting Functions (Operational Training, Quality Assurance & Workforce Management). Helping the Operations function in achieving all targeted qualitative & quantitative KPIs.

• Ensures the supporting functions are going the extra mile and delivering real added value to the business, utilizing their available resources, skills, and data.
• Design the perfect wasteless process for the managed functions with the contracted BPOs. Ensures the BPO’s peer functions are well controlled and managed according to the set contracts & the targeted achievements.
• Work as the main and the Single Point of Contact with the Head of Operations & the Sr. Director of SSC Operations. Presenting the managed functions and taking responsibility of the strategic objectives and deliverables.
• Defines the strategy of the managed functions to achieve the business’s widely targeted objectives.
• Manage the performance of the supporting functions managers, set their targets, and perform their periodic performance reviews.
• Work hand in hand with the Sr. Director of the Operations on the regional & global initiatives or rollouts in relation to any of the managed supporting functions.

• University graduate.
• Fluency in English, written and spoken
• Minimum 8 years of mass-size diverse lines of business operational management
• Proven experience in managing Supporting Functions directly or indirectly.
• Extensive awareness & understanding of supporting functions roles and scopes.
• Experience in management tech business vendors & customer operations.
• A problem solver with a direct clear dedication to achieve targets. Making things happen.
• An innovative mindset can think of alternative nontraditional approaches in elevating the managed functions’ deliverables, with a strategic visionary approach.
• Perfect communication skills, with advanced presentation and business writing skills
• A people person knows how to lead a mass-size team while reducing attrition and maximizing the managed team’s loyalty and satisfaction