Head of Planning & Governance

Strategic Planning Support:

•  Responsible for customer operations’ strategic planning process and alignment with overall corporate strategy.
• Provides analysis on key drivers for change, performance on strategic objectives and recommends actions to achieve strategic objectives.
• Ensure engagement of all stakeholders in budget preparation, formulation and communication.
• Create strategic governance models and forums and timely highlight deviations and recommended corrective actions.
• Program management to execute annual operational plans.

Budget Planning and Governance:

•  Responsible for customer operations budget planning process (CAPEX, OPEX and direct cost) in line with company financial planning direction and functional strategy.
• Create budget models/templates and financial performance tracking sheets.
• Design and govern financial performance KPI’s and provide periodic and on-demand reports on financial performance.
• Ensure full integration between strategic planning and budget planning
• Ensure reflection of all strategic objectives on investment and efficiency targets of customer operations.
• Provide financial impact analysis/business case studies to support delivering informed decision and change management.
• Timely deliver risk/opportunity analysis and recommend actions to achieve both strategic and financial objectives.

Resources Planning:

•  Analyze, design and implement service model for different Customer Service functions and capabilities
• Create and maintain workload assessment models/operational support models and recommend changes according to business needs.
• Provide reports/analysis to support decision making.
• Pro-actively highlight areas of risks/opportunities to improve customer service performance.

Performance Reporting and Governance:

• Create, implement and timely deliver performance dashboards and reports including trend analysis, comparison to targets and variance analysis.
• Design and deliver KPIs reporting glossary and ensure technical development of data extraction and restoration.
• Responsible for designing and delivering all internal and cross-functional governance models including setting clear objectives, relevant attendees and effective action plans.
• Follow up on action plans delivery.
• Act as a single point of reporting on operational performance in order to ensure accuracy, integrity and consistency of trends.
• Provides periodic and on-demand analysis on operational performance, commercial performance and customer behavior trends.
• Performs and assists in internal and external audit reviews and ensures effective compliance to policies and regulations.

Workforce Management:

• Create resources planning process including headcount calculation, sourcing options evaluation, resources multi-skilling and internal support models.
• Provide a periodical forecast for workload in alignment with activities, budget and resources.
• Work closely with Sales, Marketing, and Development teams to ensure timely resources readiness in launch/handover events.
• Create workforce performance tracking mechanism through designing, implementing and publishing reports and ensure effective communication of performance progress to Customer Service managers.

Systems Management:

• Work internally with the IT department to identify and implement new systems and develop existing systems for customer service operations.
• Create systems management processes that entail systems performance management, downtime escalation and follow up and systems update roll out.
• Ensure systems requirements (new systems/expansions) are effectively planned and executed.