Assistant Manager, Operations Excellence; UAE National

Overview

To support the transformation of Contact Centre operations by implementing process reengineering, enhancing customer journeys, and driving system improvements and automation initiatives.

• Process Reengineering:
  Conduct detailed reviews of existing workflows and recommend redesigns to improve efficiency and customer experience.
• Customer Journey Enhancements:
  Map and analyse customer touchpoints to identify pain areas and implement improvements.
• Automation Initiatives:
  Identify opportunities for automation using AI, RPA, and other technologies to reduce manual effort and improve turnaround time.
• System Improvements:
  Collaborate with IT and vendors to upgrade systems and tools that support contact centre operations.
• Documentation & Reporting:
  Prepare business cases, process documentation, and performance reports for management review.
• Stakeholder
  
  Collaboration:
  
  Work closely with cross-functional teams including IT, HR, Compliance and Transformation to ensure alignment and successful execution.
• Stakeholder Engagement:
  Act as a liaison between the contact centre and cross-functional teams (e.g., IT, HR, Compliance, Transformation) to align on strategic initiatives.
• Project Management:
  Support transformation projects, including new site launches, system upgrades, and process reengineering efforts.

• Bachelor’s degree in business, Management, or related field.
• 4–6 years in contact center operations or process improvement, with hands-on experience in automation and customer journey mapping.
• Process mapping, data analysis, stakeholder management, business writing, knowledge of automation tools, and project coordination.