Our Job Offers

Grade:11

Department: Governance

SUB-FUNCTION: IT compliance 

Reporting to: IT compliance Manager

INTERPERSONAL SKILLS 

Ability to analyze and evaluate planning materials, communicate effectively, and to supervise the work of others

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

TECHNICAL SKILLS 

• Experience in business continuity planning, disaster recovery, emergency management,
• Experience and BPO n may be substituted for one another.
• Experience in IT Governance farmwork (ISO27001 , ISO22301& PCI DSS)  

PROFESSIONAL EXPERIENCE:  3-5 years

EDUCATIONAL BACKGROUND:

• Bachelor’s Degree in Business Admin , Engineering  or Computer Science
• CISA certification is an added plus
• CISSP, CISM, or MCSE is an added plus
• Six Sigma is an added plus
  

KEY RESPONSIBILITIES 

1.     Contribute to the development and identification of emergency management plans for recovery decision-making and communications, ensuring the continuity of critical departmental processes and governance principles.

2.     Assist in the development, implementation, or evaluation of business continuity, crisis, and emergency management strategies, plans, and procedures.

3.     Monitor and track participation in business continuity plans and emergency management programs, providing support in matters related to the plans and programs.

4.     Assist in the review and evaluation of risk assessments, business impact analyses, and business continuity plans.

5.     Support activities related to emergency management plans and services.

6.     Aid in the development, implementation, or evaluation of current IT compliances, IT controls, disaster recovery plans, and procedures.

7.     Assist in elements of the audit cycle, including risk management and control management, with a focus on IT effectiveness and compliance with applicable directives and regulations.

8.     Assist in obtaining, analyzing, and evaluating reliable documentation, reports, data, and flow charts.

9.     Engage in continuous learning and development regarding rules, regulations, best practices, tools, techniques, and performance standards.

10.   Act as RCX SPOC/PM for all internal and external audits covering IT, leading to successful certification

11.   Monitor & control activities assigned for IT areas to ensure compliance with internal policies and procedures including monthly, quarterly, and annual account and activity reviews.

12.   Identify observations and manage remediation tasks through to closure while adhering to strict deadlines.

13.   Triage Change Management issues and provide recommendations

14.   Work collaboratively with Security Compliance and Legal teams to identify and manage privacy, data protection risks, and compliance requirements.

Make broad recommendations on improving compliance-related processes and/or procedures as they pertains to the IT department and Identify opportunities for IT security compliance control automation

GRADE: 12

BAND: Line Managers

DEPARTMENT: Operations 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Operations Director 

REPORTING LINE TITLES:

• DIRECT: Service Delivery Manager – Account Manager 
• INDIRECT: Team Leader – Account advisor 

KEY RESPONSIBILITIES 

• Defines and develops operating approaches to ensure call center standards and requirements are met. 
• Manages operations through performance metrics management tools that identify deviation from target and ensure that corrective action is taken based on the RCA approach
• Ensures that RCC end user privacy policy is properly and consistently implemented. 
• Provides Leadership to a large and diverse staff and ensures that everyone works towards a unified vision. 
• Ensures that department budget goals are met and maintained through: - Proper control of equipment and personnel costs - Maintaining existing account revenue levels 
• Maintains monthly operation reports reflecting all indication figures across all projects and presents to management. 
• Ensures that manpower succession plans are in place and implemented effectively 
• Meet call center financial objectives by estimating requirements in order to increase the GP based on a prior planned actions and managing the revenues and COGs; preparing an annual budget; scheduling expenditures; proper control of equipment and personnel costs; initiating corrective actions and avoiding the penalties. 
• Ensure the invoice generation; validating all terms; following up with the client on the cycle till receiving the confirmation on the invoice and the certification. 
• Negotiate and own all agreements with the client regarding the invoice roles or amendments required for better business experiences. 
• Maintain and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs. 
• Maintaining updated practices of COPC approaches and standards and follow up on the implementation to successfully meet the PST expectations. 
• Oversee all the activities of own team to ensure high performance levels and efficient implementation. 
• Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans. 
• Responsible for setting the team objectives in correlation with the department objectives, provide coaching and action plans required to achieve objectives
  

INTERPERSONAL SKILLS:

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

TECHNICAL SKILLS:

• Analytical. 
• Financial.

PROFESSIONAL EXPERIENCE:  8 years.

MANAGEMENT EXPERIENCE:  4 years.

Grade: 8

Location: Crystal Plaza

Department: Operations

Reporting to:  Account Manager

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

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

Language Needed: English B1

Automotive Experience is a must

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: Crystal Plaza 

Department: Operations

Reporting to:  Account Manager

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

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

Language Needed: English B1

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.
  

The primary role of the Recruiter is to support Management in recruiting and placing applicants to fill open positions. 

Perform recruitment and selection functions through the development of recruiting plans; employing traditional sourcing strategies and resources as well as developing new, creative recruiting plans that ensure equitable and nondiscriminatory practices meeting Equal.

Play critical role in ensuring we are hiring the best possible talent.

Evaluate quarterly/annual turnover report and monitor turnover reasons; make recommendations for improved hiring/better longevity in order to help keep turnover within reasonable market trends.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Contribute to the success of the Credit Union by providing superior service according to Sound Credit Union’s Service Promise.

Develop and implement an effective recruiting program in order to recruit top talent; employ traditional sourcing strategies and resources as well as develop new, creative recruiting plans.

Work with managers on needs assessments.

Develop interview questions tailored to each position.

Participate in job fairs.

GRADE: 7 

BAND: Senior Professionals & Professionals 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: Quality 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Specialist 

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 effectiveness of delivering the service; validating and justifying 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. 

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

TECHNICAL SKILLS: Analytical – Computer

GRADE: 8

BAND: Senior Professionals & Professionals 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: Quality 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Specialist 

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

TECHNICAL SKILLS: Analytical – Computer

English: 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 effectiveness of delivering the service; validating and justifying 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: 9 

BAND: Senior Professionals & Professionals 

DEPARTMENT: Information Technology 

SUB-FUNCTION: Network 

LINE OF BUSINESS: Raya Customer Experience

REPORTING TO: Manager 

KEY RESPONSIBILITIES:

 Responsible for the implementation, maintenance, administration and integration of the corporate WAN, LAN and server architecture.

 Responsible for implementation and administration of network security hardware and software. 

 Enforcing the network security policy and complying with requirements of external security audits and recommendations. 

 Responsible about national and international providers for solving network connection issues. 

 Provide PRTG network performance report on weekly basis for all networking and security components. 

 Familiar with ACS, ISE, Prime, PRTG, Stealth Watch, ASA, Firepower and Fortigate. 

 Configure and maintaining Cisco Access controllers with Cisco Air Wireless devices plus Meraki Wireless solution. 

 Develop and instigated procedures for secure remote access, business continuity and disaster recovery. 

 Ensured the continuous availability of critical system functions at all times with 99 percent uptime SLA. 

 Identified and patched hundreds of security vulnerabilities in production servers and network hardware. 

 Minimized production power requirements and server/network loads on critical infrastructure.

KNOWLEDGE, SKILLS & PROFESSIONAL EXPERIENCE 

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.

PROFESSIONAL EXPERIENCE:  

1. 3-5 years of work experience. 
2. CCNP R&S, CCNP Security is a must.
3. ITIL Foundation is a must.

LANGUAGE SKILLS: 

Arabic: Proficient

English: Proficient

Location: MTZ

Grade: 8

Department: Operations 

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

Technical Skills: QA Focus - Operational Awareness - Coaching & Mentoring.

Language: English level B2.

Eligible Applicants:

• Passed 9 months in their last account/project.
• No Active Misconducts.
• Top Quartile in the previous 3 months of their KPIs.
• Achieved quality Figures for their Accounts in the previous 3 months.

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.