WFM & MIS Manager - GCC

GRADE

12

BAND

Line Managers

DEPARTMENT

Supporting Functions

SUB-FUNCTION: WFM

REPORTING TO

Supporting Functions Director

REPORTING LINE TITLES

DIRECT: Section Head

INDIRECT: Executive – Sr. Executive – Specialist

KEY RESPONSIBILITIES

·         Establish strategic goals by gathering relevant, financial, service, and operational information.

·         Manage and accomplish the overall operational, budgetary and financial responsibilities and activities of the department.

·         Plan, implement and develop systems that perform the work and fulfill the mission and the goals of the department efficiently and effectively.

·         Make appropriate business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with the organization policies and procedures.

·         Maintains quality of service by enforcing quality and client’s service standards, analyzing and resolving quality and client’s service problems.

·         Identify, review and evaluated performance trends to monitor and measure departmental productivity and goals achievements, overall effectiveness

·         Manage the operation and maintenance of reports necessary to carry out the functions of the department.

·         Prepares periodic reports for management, as necessary or requested to track strategic goal accomplishment.

·         Represent the department in meetings, reviews, conferences and events.

·         Responsible for the performance appraisal for all direct subordinates.

·         Consciously create a workplace culture that is consistent with the overall organization and that emphasizes the identified mission, vision, guiding principles and values of RCC

·         Maintain employee work schedule including assignments, job rotation and development plans.

·         Work with the Human Resources department to recruit and hire an appropriate number of employees and to provide effective performance feedback through employee recognition, rewards, and disciplinary actions.

·         Perform other related duties and responsibilities as assigned.

·         Assure delivering results On-time and with agreed quality bench mark.

·         ensure tracking performance trends integrating multiple sources of data, and preparing business reviews and presentations

·         Conduct Automation opportunity analysis in order to maximize Raya service offering and value added to its clients

·         Work closely with the Operations Manager & Program Manager to review reporting requirements frequently to ensure usage validity

·         Providing the necessary information as need arises to assist and support implementation of all new project scope

·         Align with all business owners that all business activities are benchmarked, and accurately measured on Table - F on an ongoing basis to maintain and improve performance to the required status

·         Conduct spot check on Reports quality audits done by Reporting Senior Analysts

·         Develop, implement, follow-up on the required action plans to meet Reporting on-time & accuracy targets on table F

·         Ensure COPC Reporting related requirements are met across all projects

·         Review / Audit Reporting Function Processes and maintain its updates & publish to all concerned departments

·         Work cross-functionally as needed to enable data architecture and solutions that best meet the analytics and reporting needs of the business.

·         Work cross functionally in order to proactively and systematically identify and implement any enhancements to reporting processes

·         Ensure Staff awareness and adherence to RCC’s code of conduct and internal related policies and procedures.

INTERPERSONAL SKILLS

*Refer to Appendix 1 to review the competencies

Forward Thinking - Business Acumen - Internal & External Networking - Team Empowerment & Development - Customer Centricity

PROFESSIONAL EXPERIENCE

5-7 years

MANAGEMENT EXPERIENCE

3 years

EDUCATIONAL BACKGROUND

-       Bachelor degree (Preferably in Commerce, Economics or Sales &Marketing)

-       COPC certificate is required