Our Job Offers

Executive (Operational Training) - Task

Grade: 6

Key Responsibilities:

• Carrying out training needs analysis to identify the level of people's knowledge
• Designs course materials and other documents such as handouts, manuals and exercises
• Organizes courses to meet the needs of learners and demands of business
• Evaluates the effectiveness of the training and course outcomes
• Liaises with external course providers to be updated with latest Training techniques & program
• Abides to COPC approaches and requirements
• Leverage function performance to meet training metrics targets.
• Communicates regularly with Operations to tailor and deliver refreshment sessions based on quality reports presented.
• Provides pre-operational feedback to HR and OP on new agents and their fitness for performing duties required in their respective projects
• Evaluates agents' responsiveness to training and development.
• Logs in for minimum of 3 hours per quarter in his/her respective projects.
• Ensures training evaluation form is used by Trainees. 
• Acts as a Reference for calibration sessions.
• Acts as a gauge for TL and QA monitoring process and accordingly monitors them side by side to assure they are adhering to calibration process.
• Login specific hours.
• Performs other related duties

Required skills, expertise & Knowledge:

Functional Level:

High Sense of quality and precision in fulfilling duties and tasks

Striving to improve quality of Training through operational performance

Excellent knowledge of all company applications

 Business Level:   

Ability to understand specific Client requirement in relation to projects training needs

Commitment to ensure client and end user satisfaction through communicated results

Interpersonal Level

Effective Communication Skills

Have a proper level of emotional intelligence

Excellent Presentation skills

Problem-Solving:

Analytical Skills

Ability to spot problems

Use analysis for better understanding

Ability to map out an issue in a logical and consistent manner   

Grade: 7

Department / Sub Department: Human Resources / Employee Engagements

Reporting To: EE Specialist / EE Supervisor

Job Purpose:

Promoting a positive culture through providing first level contact for employees and convey resolutions to assigned areas, properly escalating unresolved queries to the next level of support, tracking, routing and redirecting problems to correct resources ensuring a fair and consistent approach to RCC policies and procedures, moreover will be responsible for the implementation of all events, internal communication & Recognition programs that meets the quality standards and its objectives

Key Responsibilities:

1. Responsible for administrating all staff feedback programs (ESS, Skip level, Stay interviews) as per the standard approaches as well as Reviewing EE Admin quality of Data.

2. Ensure proper recording, documentation and closure for all employees’ problems and work on future improvement and preventive action plans by recommending procedure/Process modifications or improvements.

3. Provide HR support to all departments as requested, including investigating employee relations complaints, answering human resources questions and following up on inquiries.

4. Administrates skip level program which includes launching, conducting skip level meetings, follow up on achievements, generating and presenting results analysis.

5. Administrates Stay interview program which includes conducting Stay interviews reporting\escalating special cases for concerned parties for quick actions and coordinating for retention in case any, generating and presenting Stay interview results.

6. Conduct HR orientation for all the newcomers on Raya Holding, Raya Customer Experience, RCX SOD, and all the recognition programs, Salaries & benefits and the code of conduct.

7. Bonding with employees to assure their wellness during the SS, PK and certification phase and get their requests and inquiries if any, and working on solving them and reporting them to concerned parties to take the appropriate action

8. Responsible for Employee Engagement Survey participation, recommending needed action plan(s) on a site level, as well as conducting feedback sessions.

9. Prepare required reports (Stay Interview, Attrition and Retention) and communicate it with concerned management related to owned site

10. Work closely with all departments to agree, review and create the requested internal communication content.

11. Support the direct manager for planning annual events agenda targeting high employee engagement and to increase the employee satisfaction trends.

Areas Job Impacts:

• Impacts on Employee Satisfaction level and attrition rates

• Managing one site

Required skills, expertise & Knowledge:

Functional Level:

- Good Knowledge of Human Resources Functions, Principles and practices.

- Basic Knowledge of the COPC approaches and areas of audit related to the Human Resources function.

Business Level:

- Understanding of RCC policies and procedures.

- Understanding of RCC Culture and values

- Understanding of RCC statement of direction

Interpersonal Level:

- Strong Communication Skills

- Time Management

- Initiative and Dynamic

- Customer Service Orientation

- Sense of confidentiality.

- Very good Communication & Negotiation Skills 

- Quality Focus

Problem-Solving:

1. Thinking Environment - Freedom to Think: Thinking within very detailed and precisely defined rules and instructions and/or continually present assistance
2. Thinking Challenge: Identical situations requiring solution by simple choice of things learned

Language Skills:

- Arabic is mandatory

- English: B2

- Other languages is an added plus

KEY RESPONSIBILITIES:

 Audit on all Employees’ payroll documents (Joiners, leavers, Etc. …..) 

 Receive changes sheets from LOB

 Prepare migration sheets and upload it on system. 

 Audit on payroll sheet after migration as a first reviewer. 

 Audit on his/her collogues as a second reviewer. 

 Prepare reconciliation and final sheets after confirmation from the LOB concerned department. 

 Prepare bank transfer sheets and upload it on system. 

 Follow on all requests and inquires related to payroll activities. 

 Prepare, review and upload payroll sheets on system.

INTERPERSONAL SKILLS:

Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricity

TECHNICAL SKILLS:

Financial and Numerical skills – MS Office – Good knowledge of the Egyptian Labor Law

Key Responsibilities:

1.    Responsible for developing and implementing talent management strategies, policies, and programs that align with a company’s business goals and support its talent acquisition, retention, and development objectives.

2.    develop development programs to enhance the skills and capabilities of the workforce, including leadership development programs to identify and develop high-potential employees for future leadership roles.

3.    Developing and implementing succession planning strategies to ensure a pipeline of qualified internal candidates for critical roles.

4.    Develop and implement diversity and inclusion initiatives to create a more inclusive and equitable workplace.

5.     Analyze talent data to identify trends, gaps, and opportunities for improvement.

6.    Partner with HR business partners and leaders to drive talent initiatives supporting their business strategy.

Develop assessment approaches to identify talent for development & promotion purposes  

GRADE: 9

BAND:  Senior Professionals & Professionals

DEPARTMENT:  Information Technology

REPORTING TO:  Manager

KEY RESPONSIBILITIES:

 Implement the functional and nonfunctional requirements for the automation, integration and digital transformation business requirements. 

 Implement on wide scale new digital technologies, Omni Channels, Social Media customer server platforms, analytics and robotics, self-services and IVR technologies. 

 Assure the quality of deliverables before submission to the production environment by executing the provided UAT plans. 

 Assists with troubleshooting and offer support to internal representatives. 

 Participate in building required Technical Documentation, Users Manuals, and Training Materials for any new/existing implementations. 

 Deliver on time all the assigned development and integration tasks as per the business plans. 

 Deliver a high quality code snippets with minimal defects based on the agreed naming conventions and code quality standard. 

 Provide ongoing maintenance, support and enhancements in existing systems and platforms.

INTERPERSONAL SKILLS:   Ownership - Functional Skills - Ideas presentation and taking initiative - Continuous Learning - Customer Centricity.

TECHNICAL SKILLS:  Communication Skills – Critical thinking Skills – Analytical Skills – Coding Skills  

GRADE: 8

BAND:  Senior Professionals & Professionals

DEPARTMENT: Operations 

REPORTING TO:  Account Manager

REPORTING LINE TITLES:  Account advisor  

KEY RESPONSIBILITIES:

 Supervises/manages activities and performance of the Account Advisors 

 Handles Account Advisors needed for on-job training and coaching 

 Monitors transactions to ensure that QA standards are met 

 Ensures the Advisor’s KPIs are met (daily/weekly/monthly) 

 Manages difficult calls by acting as first line of escalation 

 Coordinates, as needed, with all supporting function to eliminate any problems affecting the operations 

 Adheres to all schedules (Advisors / operations / Monitoring) 

 Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors) 

 Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution 

 Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets 

 Logs and acts on client’s requests 

 Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes 

 Ensures that end-user privacy policies are properly implemented 

 Ensures that Team members adhere to RCC policies 

 Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan. 

 Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients. 

 Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies. 

 Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.

INTERPERSONAL SKILLS:   Ownership - Functional Skills - Ideas presentation and taking initiative - Continuous Learning - Customer Centricity.

TECHNICAL SKILLS:  Team Management – Decision-Making – Analytical

Grade: 9

Work Location: MTZ

English Level: B2

Interpersonal Skills: 

• Result Orientation, Operational Awareness, Building Network, Customer Centricity, Coaching & Monitoring, Strategic Thinking, Management Skills and Leadership skills.

Key Responsibilities:

• Leading, training and managing team leaders of the account and handling any issues that may arise. 
• Achieving account objectives and goals while motivating account staff. 
• Communicates client needs and demands to team leaders
• Forecasts and tracks account performance metrics
• Ensure the timely and successful delivery of service according to client needs and objectives
• Set team leaders and account advisors monthly objectives
• Applies operational, qualitative and business analysis of account performance
• Conduct process improvement opportunity analysis on all assigned projects in order to improve the performance 
• Translate the yearly clients feedback to actions aiming at improving the level of satisfaction of the client and meeting the communicated objectives
• Acts on negative feedback received from the QA department on the monthly end user satisfaction survey to ensure better results for the following month
• Perform weekly on floor audit to ensure consistency in delivering the service to the end user across all advisors of the project 
• Maintaining updated practices of COPC approaches and standards and follow up on the implementation to meet the PST targets
• Follow up in daily basis the performance indicators and share the feedback to his team enclosed with the corrective and preventive actions recommended for enhancement and progress in all business platforms with solid acknowledgement regarding the team understanding and awareness towards all actions and implementation and oversee the fulfillment.
• Align with other support functions and ensure that all business requirements are considered and contribute the HR team of performing the technical interviews to select the targeted criteria. 
• Audit on teams actions, orders and procedures; frequently conduct skip level meetings to insure equal chances of support upon his assigned team members and encourage healthy environment which lead to better opportunity of achieving the targets and benchmarks.
• Supervise and direct operation team leaders and provide support - within the process frame - in the unusual case escalations if any and coach the team actions. 
• Communicates with the client concerning the business reviews, operational results and participate in client’s meetings and align to the general strategies and actions aiming to improving the level of satisfaction of the client and meeting the set CSS benchmark.
• Ensure the non-disclosure agreement is completely running with no fail.

GRADE: 8

BAND:  Senior Professionals & Professionals

DEPARTMENT: Operations 

REPORTING TO:  Account Manager

REPORTING LINE TITLES:  Account advisor  

KEY RESPONSIBILITIES:

 Supervises/manages activities and performance of the Account Advisors 

 Handles Account Advisors needed for on-job training and coaching 

 Monitors transactions to ensure that QA standards are met 

 Ensures the Advisor’s KPIs are met (daily/weekly/monthly) 

 Manages difficult calls by acting as first line of escalation 

 Coordinates, as needed, with all supporting function to eliminate any problems affecting the operations 

 Adheres to all schedules (Advisors / operations / Monitoring) 

 Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors) 

 Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution 

 Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets 

 Logs and acts on client’s requests 

 Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes 

 Ensures that end-user privacy policies are properly implemented 

 Ensures that Team members adhere to RCC policies 

 Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan. 

 Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients. 

 Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies. 

 Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.

INTERPERSONAL SKILLS:   Ownership - Functional Skills - Ideas presentation and taking initiative - Continuous Learning - Customer Centricity.

TECHNICAL SKILLS:  Team Management – Decision-Making – Analytical

Work Location: Motamayez, 6th of October City

Schedule: Saturday & Sunday are days off/ Working hours are from 4 PM till 12 PM

Job Summary:

The Senior Accountant is responsible for providing organized and detail-oriented professional services to support full-cycle accounting within the Finance division of a growing financial company. The role also involves offering support to the Corporate Accounting department based in the USA. The primary focus of this position is on Divisions that offer Software as a Service (SaaS) products, and the related Revenue Recognition Accounting.

Responsibilities:

1. Provide support for G/L postings, fixed assets/depreciation, cost-center allocations, prepaid expenses, and accrued liabilities.

2. Conduct bank reconciliations.

3. Help with balance sheet reconciliations and transactional reviews.

4. Process corporate AR transactions, including invoicing and payment applications.

5. Generate daily, weekly, and monthly reports for GL, AR, and Cash.

6. Assist in the monthly close process and preparation of financial statements.

7. Aid in budgeting, financial statements, loan covenant, and variance analysis.

8. Monitor and maintain the integrity of the GL accounting system, specifically the chart of accounts and subaccount list.

9. Communicate with banks and other agencies to resolve issues and respond to inquiries in a professional manner.

10. Assist with audit preparation and responses.

11. Update and maintain policies and procedure documentation.

12. Meet client contractual commitments through timely and accurate reporting and issue resolution.

13. Perform other job-related duties as directed by the supervisor.

14. Assisting the Accounting Manager with the preparation and analysis of Monthly Revenue Recognition journal entries.

15. Completing monthly general ledger accounting reconciliations

16. Assisting with the preparation of Monthly Revenue Reporting and Analysis, including Revenue by Customer and Product.

Skills and Qualifications:

• Strong English language skills, both written and spoken
• Strong understanding and experience with accrual accounting
• Intermediate level of understanding and experience with Microsoft Excel, preferably with experience using pivot tables
• Communicates effectively in individual or group situations including demonstrating active listening skills
• Ability to communicate effectively orally and in writing, using accurate grammatical form, and able to read and interpret written information
• Ability to maintain confidentiality
• Ability to work effectively with other internal and external departments
• Ability to work independently and as a team player
• Problem-solving skills are mandatory as well as the ability to manage resources to complete team goals
• Excellent organizational and time management skills; strict attention to detail
• Excellent computer skills: Excel, Word, and E-mail (Sage Intacct & Prism HRP experience is a plus)
• US GAAP accounting experience preferred
• A degree in accounting or related field (or equivalent experience)
• At least 6 years of experience in full-cycle accounting.
• Experience with multi-company / divisional financials and job costing is highly desirable
• CPA preferred; Certified public accountants have an added advantage over the accountants who do not have the required certification.