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Job Descrption

Job Title:

Business Process Operations - Workforce Lead (Banking)

Location:

UAECompany Overview Our client is a leading shared services company operating as a subsidiary of one of the largest banking groups in the Middle East. It specializes in providing a wide range of business process outsourcing (BPO) services, back-office operations, and customer service support for the Group entities. The primary objective is to streamline operations, enhance efficiency, and drive cost-effectiveness across various functions such as customer service, operations management, IT services, and back-office support.

By centralizing these functions under one entity, it aims to standardize processes, improve service delivery, and leverage economies of scale to optimize resource allocation.

Role Overview The Business Process Operations Lead plays a critical role in designing, implementing, and overseeing the organization’s performance and workforce management programs. The job holder will ensure these... programs are aligned with business goals, maximize productivity and employee engagement, and comply with regulations. He/she will also ensure the right people are in the right place at the right time to meet goals and SLAs.

Job Responsibilities Strategic Leadership:
Partner with business leaders to understand strategic objectives, workload demands, and future goals and translate them into effective programs. Design and implement programs that drive desired employee behaviors, achieve business results, and meet staffing needs.
Program Management:
Analyze program data to identify trends and measure program effectiveness. Communicate key metrics and results with stakeholders. Utilize data-driven insights to continuously improve program outcomes and areas for improvement. Oversee the workforce management stages of forecasting, planning, scheduling, and real-time operations. Evaluate and implement workforce operations solutions to streamline processes and improve efficiency.
Communication and

Collaboration:

Effectively communicate program objectives to employees at all levels. Collaborate across diverse functions to ensure program alignment and compliance. Ensure employee concerns on the program are addressed.
Compliance:
Ensure programs comply with relevant laws and regulations. Develop and implement processes to mitigate compliance risks.
Qualifications 7 - 10+ years of experience in performance management and call center workforce management. Leadership and managerial skills. Strong analytical and strategic thinking skills. Communication and interpersonal skills. Problem-solving skills. Performance and Workforce Management solutions experience. Project management skills. Banking experience is preferred.
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