Our Job Offers

GRADE 8

BAND Senior Professionals & Professionals 

DEPARTMENT Operations

Banking Experience Required

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 KPI’s 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.

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 KPI’s 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

KEY RESPONSIBILITIES:

* Ensure incoming incidents are categorized, logged and resolved in a timely fashion and within the agreed SL to ensure meeting/exceeding the targets of the KPIs and aiming at the client satisfaction and avoid receiving any negative feedback.

  Resolve software and hardware inquires and install, maintain, troubleshoot, support and repair desktop/laptop hardware and software.

  Identify and publish internal solutions to solve problems and troubleshoot system and network problems and diagnose and solve network hardware/software faults and collect information/DB about nodes for future use; installing network devices. 

 Initiate/Manage user accounts across multiple systems including the email accounts and troubleshot/resolve profile issue for the operations agents only. 

 Work on the backup servers/recovery systems in order to restore any missing data when it is crucial and importantly required for continuing the business. 

 Assist users with wireless and remote access. 

 Handle all AVAYA issues including upgrading AVAYA firmware and configuring AVAYA [hardware/software] platforms to open the communication channel in between the client and the internal scope. 

 Assist in selecting and deploying new technology to support organizational goals and objectives. 

 Proactively monitor the performance of the machines and ensure that all of them are properly operating and ready for service; or should perform direct maintenance if failure was figured out. 

 Handle operating system installation and ensure the system is configured based the client requirement. 

 Support business needed applications and escalate issues to the second line resolver group if not fixed. 

 Monitor infrastructure and conducts frequent health check up on computer hardware/software and execute preventive maintenance plans.