Program Manager - Operations Excellence (Partner) at Tamara

Cairo, Cairo, Egypt -

Full Time

Start Date

Immediate

Expiry Date

05 Jan, 26

Salary

0.0

Posted On

07 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational Excellence, Process Improvement, Data Analysis, Project Management, Continuous Improvement, Change Management, Collaboration, Analytical Skills, Problem-Solving, Communication Skills, Interpersonal Skills, B2B Process Improvement, Fintech Knowledge, Lean Methodology, Six Sigma, KPI Development

Industry

Financial Services

Description

About us Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in KSA, UAE and Kuwait, and partners with leading global and regional brands such as SHEIN, Jarir, noon, Amazon, IKEA, eXtra and Farfetch as well as small and medium businesses. Tamara is Saudi's first fintech unicorn and is backed by Sanabil Investments, SNB Capital, Checkout.com, amongst others, operating out its headquarters in Riyadh, Saudi Arabia with other regional and global support offices. About the Role We are seeking a highly motivated and experienced Operational Excellence Manager to join our partner Experience organization. The successful candidate will be responsible for driving operational improvements, streamlining processes, and implementing best practices to enhance overall efficiency, effectiveness and partner satisfaction. The Operational Excellence Manager will play a key role in promoting a culture of continuous improvement and operational excellence throughout the CX organization focusing on the partner journey. This role will be based in Cairo, Egypt Your responsibilities Process mapping and Improvement: Conduct thorough analyses of existing business processes to identify inefficiencies and areas for improvement. Collaborate with cross-functional teams to design and implement streamlined and optimized processes. Perform gap analysis to discover where processes are lacking or not aligned with best practices, proposing solutions to bridge these gaps. Work closely with the operations and stakeholder teams to translate these gaps into actionable operational improvements. Key Performance Indicators development (KPIs), and monitoring: Establish and monitor key performance indicators to track the effectiveness of operational processes. Implement data-driven decision-making processes to drive improvements and efficiencies. Develop long-term business health metrics that ensure sustainable growth (DPMO, agent productivity, service delivery efficiency). Forecast goals with the help of BI, CP / WFM Collaborate closely with stakeholders, BI, and operations teams to ensure all defined metrics and processes are aligned with company-wide goals. Work with data: Work with the BI team to ensure dashboards are optimized to reflect actionable metrics and insights needed for decision-making. Define the metrics and KPIs needed for dashboards, ensuring they serve the operational excellence and business health objectives. Use data insights to inform strategic decision-making and contribute to long-term operational planning. Based on data analysis, propose practical solutions to resolve operational inefficiencies and improve overall service delivery. Track the success of process changes and other improvements to ensure they are delivering the intended results and driving measurable improvement. Project Management: Lead and oversee operational excellence projects from conception to implementation. Develop project plans, timelines, and milestones, ensuring successful project delivery. Continuous Improvement Culture: Foster a culture of continuous improvement by promoting and implementing best practices in operational excellence. Provide guidance to employees at all levels on continuous improvement methodologies. Change Management: Implement change management strategies to ensure successful adoption of new processes and initiatives. Work closely with leadership to communicate changes, address concerns, and promote a positive change culture. Collaboration: Collaborate with department heads and team leads to understand operational challenges and develop tailored solutions. Build strong relationships across departments to drive cross-functional collaboration. Your expertise Bachelor's degree in Business, Quality Management, Industrial Engineering, or related field 4-6 years of experience in operational excellence, B2B process improvement, or partner success roles Proven track record in fintech, payments, e-commerce platforms, or B2B technology companies Strong knowledge of continuous improvement methodologies (e.g., Lean, Six Sigma). Excellent analytical and problem-solving skills. Effective communication and interpersonal skills, with the ability to influence and inspire change. Project management certification (e.g., PMP) is desirable. Familiarity with partner management platforms and B2B operational systems

Responsibilities

The Operational Excellence Manager will drive operational improvements, streamline processes, and implement best practices to enhance efficiency and partner satisfaction. This role involves collaborating with cross-functional teams and leading operational excellence projects from conception to implementation.