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REPORTING TO Finance Director

REPORTING LINE TITLES DIRECT: Specialist – Sr. Accountants – Accountants

Technical Skills:  Communication skills – Decision Making – Finance Management – Analytical Skills

Professional Experience:  5+ years of experience

Management Experience:  2 years of experience

Educational Background:  - Bachelor's degree - Post-graduate certificate (CFA or CMA)

KEY RESPONSIBILITIES

• Conducts special studies to analyze complex financial actions and prepares recommendations for procedure, control, or action
• Analyzes financial information to determine present and future financial performance. 
• Identifies trends and recommends improvements accordingly 
• Evaluates complex profit plans, operating records, and financial statements. 
• Directs preparation of studies, reports, and analyses in areas such as budgets, forecasts, financial plans, governmental requirements, statistical reports, cash flow projections, and business forecasts. 
• Establishes databases of pertinent information for use in analyzing future plans and forecasts. 
• Coordinates with all levels of management to gather, analyze, summarize, and prepare recommendations regarding financial plans, acquisition activity, new business planning, and trended future requirements. 
• Provides assistance to LOBs in the development of the budget, planning, and other corporate financial requirements. 
• Responsible for preparing internal year- to - date reports for each department

Grade: 8

Department: Operations

Location CP 

English Profile B2

Reporting to:  Account Manager

Interpersonal Skills:  Result Orientation - Building Network - Customer Centricity - Coaching & Mentoring 

Technical Skills:  QA Focus - Operational Awareness - Coaching and Mentoring

Technical Experience: Must have a technical background

Job 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

Location: Across Sites

Department: Operational Support

Reporting to:   Supervisor

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

Technical Skills:   Analytical – Computer

Language Needed: English B1

Job Responsibilities

• Manages operations staffing plans for potential and existing projects. 
• Structures historical data to build a forecasting database. 
• Forecasts arrival volume and patterns based on historical data and future updates 
• Schedules the staff to meet the SLA with the maximum proper occupancy. 
• Organizing Team Leaders' schedules to manage attendance and meet any faced escalations, In addition to Account Managers in occasions only.
• Coordinates with all concerned parties to collect any required data for understanding the call volume curve. 
• Measures forecasting and scheduling accuracy. 
• Creates reports and dashboards on historical data and forecasting results from applicable systems. 
• Creates integrated data base tracking tools for staffing shrinkage pattern (Vacation, Sick, training, attrition etc.) 
• Maintain holiday pattern forecasts to ensure effective coverage for holidays. 
• Provide analysis and recommendations to improve staffing levels and efficiency.
• Analyze reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness. 
• Generate daily, weekly, monthly and annual forecast and reforecast when necessary. 
• Report hiring and attrition impact in short term and long term forecast. 
• Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments.
• Provide proactive solutions that support the call center management and workforce management for continuous improvement. 
• Schedule Training rooms utilization. 
• Plan & manage offline activities. 
• Perform other related tasks

Account Advisor - Riyadh

Qualifications:

Location: Maadi

Grade: 8

Eligible Applicants:

• Passed 9 months in their last account/project.
• No Active Misconducts.
• Top Quartile in the last 3 months of their KPIs.
• Archived Quality Figures of their Accounts in the last 3 months.

INTERPERSONAL SKILLS: 

• Ownership
• Functional Skill
• Continuous Learning
• Customer Centricity
• Ideas presentation and Taking initiative
• Presentation skills
• Results-oriented 

Language: English level B1 Up to B2

KEY RESPONSIBILITIES

• Carrying on the surveys needed to capture end-users feedback or any other different transactions required.
• Recommend enhancement of the tools used (sample size, questionnaire, applicable transactions.. et).
• Keep records of customer interactions, process customer accounts, and file documents.
• Accept responsibility for meeting conducted targets; and track daily indicators concerning the quality of service.
• Increase the effectiveness of delivering the service; validate and justify whenever any indicator is showing a wide variation or not meeting the benchmark.
• Flag issues and concerns that require escalation and share the validation regarding any solutions that might enhance the end user experiences.
• Validating C-sat and providing the reason of the D-sat / C-sat based on the calibration. 
• Following up on the project's action plan to ensure fulfillment is done accurately.

Grade: 8

Location:  Alexandria

Department: Operations

Interpersonal Skills:  Result Orientation - Building Network - Customer Centricity - Coaching & Mentoring 

Technical Skills:  QA Focus - Operational Awareness - Coaching and Mentoring

Job 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 12 

BAND Line Managers

DEPARTMENT Finance 

SUB-FUNCTION Accounting 

LINE OF BUSINESS Raya Customer Experience 

REPORTING TO SR. Manager 

REPORTING LINE TITLES DIRECT:  Accounts payable /General ledger specialist 2 and 1 Accounts Payable accountant 

INDIRECT Accountant

KEY RESPONSIBILITIES 

1. Ensure an accurate and timely month end close by providing leadership and support to the accounting close process. 

2. Establish and enforce proper accounting policies and principles. 

3. Assist in development and implementation of new procedures to enhance the workflow of the department. 

4. Responds to inquiries from other departments regarding financial results, special reporting requests and the like. 

5. Managing annual/quarterly external audit. Coordinate with other auditors as needed. 

6. Manage Internal audit requirements for the accounting area. 

7. Special projects and other duties as assigned by Finance director and CEO. 

8. Manage taxation and tax inspection requirements with the tax consultant. 

9. Ensure an accurate and timely month end per project reports through supervising the task and facilitate the flow of the report preparation. 

10. Oversee all payment transactions such as ACH, wires, paper checks. 

11. Oversee data entry, validation, and processing of various types of invoices like general overhead, subcontractor, and employee travel reimbursements. 

12. Keep track of the status of all transactions taking place within the company and external vendors and contractors. 

13. Be active on the customer service side, communicating promptly and accurately with all stakeholders.

14. Manage functions like maintaining the general ledger, accounts payable and project accounting. 

INTERPERSONAL SKILLS

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

TECHNICAL SKILLS 

• Must have substantial ERP AP system experience. 
• Advance MS office and power BI
  

Grade: 9

Reporting To: Supervisor

INTERPERSONAL SKILLS :Result Orientation - Operational Awareness - Building Networks - Coaching & Mentoring -

Customer Centricity

TECHNICAL SKILLS: Communication skill - Negotiation Skill – Relations Management

Responsibilities: 

• Review projects KPIs (WFM metrics).
• Assures that all plans and schedules are implemented with the agreed quality bench mark and with
• compliance with the WFM methodologies.
• Propose and participates in contingency plans whenever needed.
• Propose recommendations and action plans for any dropped metric such as service level, adherence,
• absenteeism, utilization, AHT, FTE, occupancy, tardiness and conformance.
• Owns and provide head count reports for each project model.
• Provide analytical support to operations
• Review and confirm modifications needed for the staffing plan to ensure meeting the respective targets
• Owns and review overall projects KPIs reports and deliver it to the management and clients on time.
• Responsible for the delivery of WFM reports on daily, weekly, monthly and quarterly basis
• Communicated with the concerned parties any changes of scheduling to ensure suitable resource
• coverage.
• Supervise managing non-productive time requests to enhance projects deliverables.
• Manages Senior Analysts and Analysts performance and objectives
• Ensure Staff awareness and adherence to RCC’s code of conduct and internal related policies and
• procedures.
• Set clear team goals.
• Delegate tasks and set deadlines
• Provide the team with a vision of the project objectives
• Handle all team escalations and feedback and work on resolving their issues
• Motivate team members and recognize high performance and reward accomplishments
• Create and environment oriented to trust, open communication, creative thinking and cohesive team
• efforts
• Provide any training that team members need.

• Responsible for performance appraisals of all direct reports