Operations Manager-Command Center - Cash Services

We are currently recruiting for an Operations Manager - Command Center to join our Cash Services team in our Headquarters, located in DAFZA, Dubai Airport Freezone.

Scope: Operations Manager-Command Center-Cash Services is responsible for overseeing the performance of operational activities of 24/7, Command Center, Call Centre, and Planning and Analysis Departments. This includes line management of Team Leaders and supporting the wider Command Center team of 80 staff members. Manage all aspects of the operations and development of the Call Centre through effective use of resources, as well as ensuring continuous improvement of service levels, processes, and infrastructure. Play an integral role in core operations by analyzing day-to-day “Planning and Analysis” operational data, to identify wastage in key performance areas. To bring in operational efficiencies, recommend corrective actions and provide enhanced solutions.

Financial:

• Proactively identify potential areas for improvement and propose enhanced working methods to Senior Management.
• Identify opportunities for cost savings without compromising work quality.
• Analyse and optimize existing routes by studying defined routes minutely and aim to increase service per route using existing resources.
• Design and implement new routes where necessary within the budgetary allocation.
• Identify service gaps created in routes due to the dynamic nature of operations and make regular changes to keep every route efficient and economical.

Customer:

• Continuously evaluate and improve procedures to optimize operations, boost productivity, and enhance customer satisfaction.
• Trend Analysis Report, Route Monitoring Report, Statistics and Dashboards updates.
• Monitor, maintain and continuously improve call quality by analyzing live and recorded customer calls (Call Centre data), identifying various aspects of the call (reason, content, duration, feedback).
• Manage and lead the team, monitor productivity, conduct performance reviews, resolve customer complaints and deal with technical issues.
• Regularly attend meetings that are held between representatives of 3rd Party Vendors and Customer, specifically to discuss issues arising from the delivery and performance of the Services.

Process:

• Effectively manage operational processes, including maintaining the process document library and ensuring associated governance.
• Identify unjustified idle times on routes using available systems and technologies and make recommendations for improvements, identify wastage's & gaps in processes and redefine processes where necessary to improve time efficiencies.
• Trend Analysis Report, Route Monitoring Report, Statistics and Dashboards.
• Liaise with the Command Center, Call Centre and Planning & Analysis supervisors to ensure all parties are focused and have a clear understanding of the department's goals.
• Staff interview, assessment, and recommendation for hiring.
• Prepare Induction and probation plan for new Joiners.
• Schedule and attend regular Service review meetings with Vendors, address technical issues, evaluate the effectiveness of systems and processes and promoting continuous improvement.
• Review the performance of individual staff members and there by identify training needs.
• Ensure Balance Score Card, Policies and 1-2-1 compliance.

Innovation:

• Identify and reduce manual processes by integrating automation tools to streamline tasks.
• Identify areas in a business process that can be streamlined to make processes and production more efficient by applying lean methods.
• Regularly review, design, and implement Employee-Cantered Workplace Technology.
• Integrate Artificial Intelligence (AI), Machine Learning (ML) in routine tasks to enhance efficiency and free up employees to focus on more complex, strategic work.

Selection Criteria:

• 5 to 10 years in the same filed, Command Center and / or Call Center environment experience desirable.
• Minimum Graduate.
• Management experience within a Command Center and / or Call Center environment desirable.
• Advanced analytical and decision-making skills, finding trends and making recommendations based on the data available.
• Ability to deliver exceptional customer service to Stakeholders (internal and external).
• Customer focused and responsive.
• Expert computer skills in MS Office – e.g., Word, Excel, Outlook, PowerPoint.
• Advanced knowledge of and skills in helpdesk applications.

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