Head of Support - Cairo, مصر - Talent Pal

وصف

Purpose of the job

The Centre of Excellence Director is responsible for organizing and overseeing the daily operations of CIT Vericash ensuring that the business is wellcoordinated and productive by managing its procedures and coaching its people and planning many kinds of operational activities related to Quality Assurance Quality Control and Support. Responsible for Operations Support Data Analytics and Operational excellence domains/teams

Accountabilities and Duties

• Responsible for setting goals that promote company growth.
• Oversee daily activity of the team.
• Prepare budgets schedules and other organizational reports as needed.
• Manage team workloads in order to meet goals and deadlines.
• Develop plans to increase efficiency and reduce costs.
• Improve existing systems and policies.
• Ensure customer requirements are met in a timely manner.
• Work closely with other departments to promote efficient factory optimization.
• Identify improvement areas and plans and implement systems to boost company effectiveness.
• Execute plans designed to meet company goals by changing policies and coaching employees.
• Plan and monitor the daytoday running of business to ensure smooth progress.
• Supervise staff from Technical Support and provide constructive feedback.
• Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements.
• Coordinate material and resources allocation.
• Oversee customer support processes and organize them to enhance customer satisfaction.
• Evaluate overall performance by gathering analyzing and interpreting data and metrics.
• Understand the process of infrastructure deployment and disaster recovery management.
• Represent the teams in various forums such as meetings project teams and operational calls.
• Enhance ongoing operations by fully leveraging current resources and leading process improvement initiatives.

Key Results Areas

• Team development and retention
• Timely met customer requirements
• Trainings for the teams conducted on a periodic and efficient manner
• Goals set are achieved by team work
• 100% utilization of resources ensuring improved processes
• Best practices documented to be followed by team to ensure team development
• All policies implemented

Experience and Qualifications Required:

• Bachelor degree in Business Computer Science or equivalent.
• Minimum 20 years of experience in software development or operations.
• Mobile banking Epayment or Financial services background is a must.
• Demonstrated expertise in the areas of product and services solution architecture.
• Risk Management and risk analysis experience.
• In depth knowledge in Software Quality Assurance & Control.
• Excellent English language is a must.

Competencies Required:

• Technical Expertise
• Decision Making
• Quality Oriented
• Time Management
• Workload and Stress Management
• Analytical Thinking
• Problem solving
• Conceptual thinking
• Presentation