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Job Description
- Sutherland is engaged with one of UAE’s leading financial institutions for recruiting, training, and managing the performance of their employees.
- Sutherland Centre Lead’s responsibilities include managing Sutherland resources per the contract with the Bank.
- Support the Bank’s Program Manager in identifying new processes.
- Be part of the discovery team to study the process.
- Support preparation of process migration plan.
- Liaise with Sutherland stakeholders for UAT of the applications.
- Prepare SOPs based on the Current & Proposed process charts / Process Documents as required by the program.
- Determine headcount requirement for Go-Live of the new process and work with the Center Manager to recruit new employees, as required.
- Organize process and skills training to be conducted.
- Plan, support and execute various phases of process migration.
- Ensure achievement of SLA.
- Take necessary corrective action when SLAs are not met.
- Ensure successful fulfillment of all contractual obligations.
- Work with the Bank’s Center Manager to review risks pertaining to procedures in the Center processes. Discuss, plan and implement control measures.
- Ensure timely & accurate reports are sent to the Center Manager.
- Review all physical and logical accesses available in the Center on a quarterly basis.
- Be responsible for the performance of all Sutherland Staff in the Center.
- Submit the invoices in a timely manner and with relevant supporting documentation.
- Maintain professional and consistent communication with the client
- Understand client expectations and guide team to achieve them
Job Requirements
- Graduate (Commerce/Accounting preferable)
- Experience in using MS Office Suite
- Candidate with 5 to 8 Years of Experience in BPO/Contact Center/Banking Domain.
- Fluent Arabic and English speaker with pleasant and interactive personality.
- Previous experience in managing a team.
- Experience in determining call center operations strategy.
- Expert in collecting, analyzing, and summarizing data and trends.
- Experience in liaison with technology teams.
- Experience of dealing with large and wide groups which includes employees at all levels.
- Willing to relocate to Ras Al Khaimah
- Willingness to travel within UAE on job-related activities.
- Participate in other activities organized by the client as part of their nationalization initiatives.
- ONLY FEMALE CANDIDATES WILL BE CONSIDERED DUE TO CULTURE SENSITIVITY
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