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Job Description
- Design and implement appropriate structure, resources, process and systems to deliver on SLAs.
- Planning of resources in line with the annual plan and SLAs agreed with operating units.
- Manage the SSC workforce in line with the SLAs.
- Staffing and induction.
- Performance management.
- Training and development.
- Builds engagement to drive motivation and manage retention.
- Ongoing monitoring and reporting of KPIs ensuring service levels and quality levels for transactions are met.
- Collaborate with operating units to identify SSC opportunities and assist in the transition of activities and processes to the SSC.
- Drive process optimization for greater efficiency and effectiveness of services.
- Liaises closely with Global SSC to adopt and share best practice.
- Budgeting for SSC operations and monitor expenses in close relationship with finance.
- Work with Aptec Egypt to establish and maintain an attractive work environment.
- Works closely with IS department to ensure system performance and implement system changes where appropriate.
Job Requirements
- Extensive management experience in shared services and/or business process outsourcing (BPO) environment running a center or sizable operation within a large SSC/BPO.
- Large Team Management experience required.
- Numerical literacy.
- Should be very familiar with MS office and presentation packages.