Our Job Offers

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

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 - B2

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.
  

Raya CX is currently hiring " Investments & Investor Relations Associate"

What will you do ?

• Prepare and present reports and presentations to senior executives and stakeholders, providing insights and recommendations on potential M&A opportunities.
• Develop financial models, valuation analysis, and investment memoranda to support decision-making processes.
• Collaborate with legal, finance, and other internal teams to structure and negotiate deal terms, including purchase agreements, financing arrangements, and other legal documents.
• Conduct thorough due diligence on potential targets, analyzing financial statements, market trends, competitive landscape, and other relevant factors.
• Support post-merger integration activities, working closely with cross-functional teams to ensure a smooth transition and achieve synergy targets.
• Stay informed about industry trends, competitive landscape, and regulatory changes that may impact M&A activities.
• Monitor the performance of portfolio investments, track market developments, and provide regular updates to the investment team. Investor Relations:
• Respond to requests for information from financial media, research analysts and investors.
• Develop an IR kit (annual report, quarterly earnings releases, and investor presentations) to be distributed in investor events and analysts’ meetings.
• Participate in planning and directing the development and communication of informational programs/events to maintain favorable public and stockholder perceptions of the group’s activities and performance.
• Manage expectations and keep a close eye on the financial and operational forecasts circulating in the marketplace
• Establish and maintain cooperative communication and relationships with regulatory authorities, brokerages companies, and other relevant financial institutions.
• Preparing the logistics and required material for Ordinary/Extra-ordinary shareholder general assembly meetings as well as the Board of Directors meetings.
• Participate in developing and constantly updating the Corporate Governance Code for the Group.
• Assist in maintaining the Investor Relations bilingual website, to be up-to-date with all relevant corporate disclosures.
• Analyze and summarize financial as well as operational information and KPIs developed internally and externally about industry and company.
• Support in the evaluation of market and peer data o Confer with other managers to identify market trends and key operational metrics to provide advice on business decisions.
• Provide daily reports on company’s trading activity as well as market developments.
• Support in the administration, archiving, and filling system of IR department

What will you need ?

• Proven track record in M&A, Equity Capital Markets and Debt Capital Markets transactions is a plus.
• Strong analytical and financial modelling skills - ability to prepare comprehensive reports and investment decks.
• Proficiency in Microsoft office, particularly in: Word, PowerPoint, and Excel
• 1-3 years of professional working experience in the fields of corporate finance, investment banking, private equity, or investor relations.
• Proven track record in M&A, Equity Capital Markets and Debt Capital Markets transactions is a plus.
• Certification in an investment related discipline such as the CFA is a plus

Industry

• Outsourcing/Offshoring

Employment Type

Full-time

Location: Maadi

Grade: 10

Eligible Applicants:

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

KEY RESPONSIBILITIES

• Take the financial responsibility for assigned accounts, including forecasts, assist with billing queues and invoice and account receivable issues. 
• Set and meet performance targets; participate with the upper management in designing performance key metrics and KPIs [All Lines]. 
• Plan to improve, develop and drive achieving the financial and non-financial objectives and frequently follow up the achievements with staff. 
• Pro-actively monitor service delivery to prevent revenue erosion realized from penalties or other items. 
• Optimize service offerings and implement initiatives to drive to consistent service delivery and portfolio growth throughout the assigned account meeting and exceeding objectives. 
• Follows the implementation approach for any new scope or change of scope required by the client
•  Maintaining an updated practices of COPC approaches and standards and follow up on the implementation to successfully meet the PST expectations. 
• Constantly update the service manual for assigned project and present this to the client for approval 
• Arrange for hiring calibration between the client and RCC HR then to ensure the profile agreed is maintained. 
• Set the operational objective for the assigned project (Account Advisors – Team Leaders & Account Managers) 
• Communicates with Call Center clients concerning the business / operational results 
• Applies operational, qualitative and business analysis of project operational processes
• Updates constantly service manual for assigned project and presents this to the client for approval
• 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

Grade: 8

Location: MTZ

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 B2

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: 6 (Task)

DEPARTMENT: Operations 

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

TECHNICAL SKILLS:  Team Management – Decision Making – Analytical

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  

Sales Experience is 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 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

Location: Motamyez

Grade: 7

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 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 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
  

Location: Crystal Plaza

Grade: 7

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 A2

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: 11 

BAND: Supervisors & Team Leaders 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: Quality LINE OF BUSINESS Raya Customer Experience 

REPORTING TO: Manager 

REPORTING LINE TITLES DIRECT: Specialist 

INDIRECT: Sr. Executive – Executive

KEY RESPONSIBILITIES

 Review QA sizing and takes action regarding over and understaffing 

 Assure that the monitoring approach and end user satisfaction approaches are implemented on compliance basis across the year 

 Implement required changes to the monitoring and end user satisfaction approaches,  Reviews sample size and precision per project and addresses required actions based on those reviews 

 Review monitoring results per program and across sites 

 Attends new implementation kick-offs, assigns QAE to the newly implemented project and review the new scoresheets 

 Review and approves change of project scoresheets 

 Review quality variations from metrics and tracks to ensure root causes have been identified and improvement has been sustained. 

 Enhance QA reports and presentations based on business and operations needs 

 Address new ideas to Quality data standard system 

 Automate QA required templates and reports 

 Attends monthly QA-operations presentations and sets proper action plans with the account managers 

 Responsible for all client engagement duties, acting as a focal point for any business review, highlighting all quality assurance issue and advise with the appropriate action plan

INTERPERSONAL SKILLS 

Result Orientation - Operational Awareness - Building Networks - Coaching & Mentoring - Customer Centricity.

TECHNICAL SKILLS 

Communication skill – Decision-Making – Relations Management.