Operations Manager

Role Overview

The Operations Manager will be responsible for managing the daily functioning of the beneficiary service operations, ensuring timely processing of requests, adherence to SLA closure timelines, and precise classification and routing of issues. This role demands accountability for the operational quality and uniformity of the team's output, nurturing junior staff and interns, as well as effective collaboration with the development team and other departments to address escalated and technical challenges fully.

Key Duties and Responsibilities

• Manage and ensure overall compliance with beneficiary service standards including response times, SLA achievement, and correct request prioritization and classification.
• Oversee and verify the accuracy of incoming ticket handling and classification performed by team members, ensuring consistent adherence to established criteria.
• Analyze repeated ticket patterns and implement team-suggested improvements to classification methods and operational workflows.
• Supervise the generation of regular operational reports reflecting SLA performance and ticket trend data, and present findings during meetings.
• Maintain, update, and endorse critical operational documents such as SLA definitions, escalation matrices, and standard operating procedures.
• Liaise with the development team regarding technical and integration issues impacting beneficiaries, ensuring comprehensive resolution.
• Represent the operations unit in internal cross-functional and external meetings, managing relationships with other departments on escalations.
• Guide and develop the skills of team members and interns, appointing training partners as necessary for placement programs and providing ongoing supervision and feedback.
• Identify and act on potential improvements and automation opportunities within ticket management and reporting processes.

Required Qualifications and Expertise

• A bachelor's degree in Business Administration, Operations Management, Information Systems, or a related discipline.
• Previous experience in operations, service delivery, or managing customer support functions.
• Proven ability to manage teams and perform quality assessments of their work.
• Fluency in both Arabic and English is essential.

Tools and Technologies

• Proficiency with ServiceNow for ticket management.
• Competency in Excel for reporting and data analysis.
• Familiarity with support tools such as JIRA, Grafana, and Metabase sufficient to review team reports and dashboards.