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Assistant Manager, Operations Excellence at CBD

Sharjah, Sharjah Emirate, United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

10 Jun, 26

Salary

0.0

Posted On

12 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Process Reengineering, Customer Journey Mapping, Automation, RPA, AI, System Improvements, Documentation, Reporting, Stakeholder Collaboration, Project Management, Data Analysis, Stakeholder Management, Business Writing, Automation Tools, Project Coordination

Industry

Banking

Description

JOB CONTEXT To support the transformation of Contact Centre operations by implementing process reengineering, enhancing customer journeys, and driving system improvements and automation initiatives. JOB RESPONSIBILITIES Process Reengineering: Conduct detailed reviews of existing workflows and recommend redesigns to improve efficiency and customer experience. Customer Journey Enhancements: Map and analyse customer touchpoints to identify pain areas and implement improvements. Automation Initiatives: Identify opportunities for automation using AI, RPA, and other technologies to reduce manual effort and improve turnaround time. System Improvements: Collaborate with IT and vendors to upgrade systems and tools that support contact centre operations. Documentation & Reporting: Prepare business cases, process documentation, and performance reports for management review. Stakeholder Collaboration: Work closely with cross-functional teams including IT, HR, Compliance and Transformation to ensure alignment and successful execution. Stakeholder Engagement: Act as a liaison between the contact centre and cross-functional teams (e.g., IT, HR, Compliance, Transformation) to align on strategic initiatives Project Management: Support transformation projects, including new site launches, system upgrades, and process reengineering efforts. Requirements QUALIFICATIONS Bachelor’s degree in business, Management, or related field. 4–6 years in contact center operations or process improvement, with hands-on experience in automation and customer journey mapping. Process mapping, data analysis, stakeholder management, business writing, knowledge of automation tools, and project coordination.

Responsibilities

The role supports the transformation of Contact Centre operations through process reengineering, enhancing customer journeys, and driving system improvements and automation initiatives. Responsibilities include conducting workflow reviews, mapping customer touchpoints, identifying automation opportunities, and collaborating with IT and cross-functional teams.