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Job Description
- Monitor, assess current processes set at the level of customer service front setting relevant KPI’s to be able to evaluate the outcomes.
- Assist in the maintenance and upkeep of the Special Projects List.
- Assist in the development of the project charter that is required to initiate projects.
- Support & follow up with project stakeholders to ensure proper execution of projects under the following areas: scope management, time management, cost management, quality management, communication management, risk management, procurement management, human resources management & integration management.
- Assist in the selection and usage of the required PM tools for the proper execution of projects in line with the project life cycle.
- Documenting workflows and customer journey detecting weaknesses and areas of improvement.
- Setting correct monitoring tools to evaluate changes outcome.
- Contribute in the employee’s performance process supporting the CBO in the delivery of all aspects of service.
- Submit timely project status reports.
- Develop and manage performance tools, processes, and KPIs
- Translate department goals into individual task-based goals and align the efforts and outcomes
- Develop performance plans, agendas and training material in addition to performance tracking methods
- Develop the structure of the methods of performance tracking and identify the areas of improvement.
- Escalate unresolved issues to the Chief Business Officer.
- Assess and evaluate all aspects of customer service functions.
- Other tasks assigned by the Chief Business Officer.
Job Requirements
- Bachelor degree of Business Administration or a relevant degree from a reputable university
- Fluent spoken and written English language.
- PMP and/or 6-sigma Certification is a plus.
- 4-5 years of experience in a similar position
- Strong organizational, problem-solving analytical skills
- Able to work under pressure and strict deadlines
- Multitasking
- Strong Leadership skills
- Exceptional communication skills (written and verbal )
