Head of Global Operations

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Raya CX; one of Raya's subsidiaries is hiring a Head of Global Operations

What will you do?

• Plans, directs & oversees operational strategies (policies, rules, initiatives & goals) that work towards achieving the operational objectives and maintain control of diverse business operations that secure the functionality of business and drive extensive and sustainable growth.
• Plans and directs organization’s activities towards achieving set targets (financial, trading, quality and cultural whilst adhering to legislative provisions).
• Identifies, develops & directs business implementation to ensure that processes, management methods and workflow are optimized.
• Ensures that a healthy organizational culture is maintained and reflected in the reputation of the company in the market.
• Responsible for all contractual agreements from an operational perspective and ensure realistic and practical commitments are made to clients.
• Provides strategic guidance to the operations managers to ensure service delivery.
• Manages multiple services across the organization and provide strategic direction and leadership to the teams so that they consistently meet and exceed performance metrics.
• Develops an organization structure that is in line with the business objectives and needs; ensures effective tools and mechanisms are provided to the teams to track the departmental performance.
• Ensures effective succession plans are in place and seeks the development of direct reports up to and including moving them to different teams/services within the company in order to maximize potential.
• Ensures timely preparation and review of goals and development plans for direct reports.
• Approves resource planning, recruitment training and other development plans for the teams mentor, guides direct reports, and works closely with all managers and intervenes appropriately to create a competent and close-knit team.
• Ensures sharing of knowledge and best practices within the company and counsels managers to enhance performance and arrest attrition.
• Motivates and develops managers to include specific attention to individual development.

What will you need?

Interpersonal Skills:

• Strategic thinking
• Operations development
• Influencing others
• Developing successors
• Customer centricity

Technical Skills:

• Knowledge of current performance metrics
• Functional knowledge of Oracle and other database environments
• Knowledge of policies and procedures
• Strong planning and organizational skills
• Ability to tie and group goals and objectives to the strategic goals

Professional Skills:

• Minimum 10 Years of overall business experience
• COPC background
• Responsibility for corporate P&L

Management Skills:

• 7 years of relevant managerial work experience in large contact center enterprises

Educational Background:

• Bachelor Degree preferable in Business Administration
• MBA is an added plus
• COPC Certificate is an added plus
• Six Sigma Certificate is an added plus

What is unique about Raya?

• Are you an eager learner? Raya believes in its employees, so we aim to continuously provide learning & development plans for all of our employees to ensure their personal and career development.
• Are you looking for career progression? Raya is an entity where you can grow whether horizontally or vertically as we offer internal transfer opportunities.
• Are you looking for a rewarding environment? Raya's top achievers are awarded annually with an international 5 days trip.
• Are you looking for an opportunity to give back to the community? Raya encourages their employees to give back to the community through different ongoing CSR programs and initiatives.
• Are you a foodie? Exclusive discounts for Raya employees at Raya’s Restaurants (Ovio, Jones The Grocer, The Lebanese Bakery, and Loris).