Assistant Manager Operations Excellence

SolveCube is an award winning AI enabled Talent Marketplace Platform for middle and senior level Management and Technology Professionals. SolveCube is working with global consulting firms, mid and large banks and enterprises across Asia Pacific and Middle East to fulfill their talent needs for permanent, short-term, part-time, interim and turnkey assignments.

Our client, a leading Bank in UAE is looking for Assistant Relationship Operations Excellence

P.S - ONLY UAE NATIONALS WILL BE CONSIDERED FOR THIS ROLE.

Assistant Manager, Operations Excellence

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.

QUALIFICATIONS Bachelor's degree in business, Management, or related field. 46 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.