Información general

Ubicación
Cairo
ID del Empleo
2662
Categoría
Dirección de operaciones
Requisito lingüístico
Inglés

Descripción y requisitos

Descripción
“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.”

Mission

The Business Manager (BM) is responsible for the management of the assigned Client and is responsible for the P&L of the service lines that he/she is managing. The BM is responsible for daily contact and reporting to Client.
The BM ensures the implementation and monitoring of operations support processes, guaranteeing the profits and growth of its Client, through the management of its work team, definition and control of objectives for measuring the satisfaction levels of the Client, with which it maintains on-going intermediation and negotiation.
 Functional responsibilities 

General 

● Intermediate and negotiate with the assigned Client. 

● Responsible for the P&L of the service lines that he/she is managing, when it is assigned. ● Operate in a one-to-one Client relationship and retention, measuring the Client satisfaction and framework for continuous improvement in Client satisfaction. 

● Control, monitor, report on and analyze the KPIs, contributing proposed new business strategies, establishing viable budgets and performing on-going financial monitoring. Participate in the dimensioning of its business area's human resources, in coordination with HR, ensuring that the requests (posts and profiles) adapt to real needs. 

● Collaborate in the establishment of the quality standards applicable to the management and on-going improvement of processes in the provision of services for which he/she is responsible. ● Manage Client governance and operations support processes and procedures (protocols, monitoring's, etc.) and incentives systems, where appropriate, guaranteeing Transcom's profitability objectives. ● Manage his/her work team, guaranteeing compliance with the established service levels of the assigned Client, developing the capacities of his/her collaborators, and adapting the team, on a quantitative and qualitative basis, to the Client's needs. 

● Assess and manage the performance of his/her collaborators, in line with Company policies and performance management procedures and processes. 

Acknowledgement 

This job description has been designed to indicate the general nature and level of the work performance by employees within this job function. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications/experience required by employees assigned to the role. These may be subject to future amendments if required. 

Profile required 

Professional qualifications/Specific knowledge 

● Minimum studies: University diploma or degree (Business Administration and Management, Economics or similar) or equivalent. 

● Knowledge of the Client Organization product is an advantage. 

● Specific training and/or work experience in team management, commercial strategies and sales techniques is an advantage. 

Information technology 

● Office package (Word/Excel/PowerPoint): High level. 

● Google Apps: High level. 

● E-mail Communication: High level. 

Core Competences required 

● Communication 

Communicating ideas and information on time, effectively and clearly so that the essential message comes across and is fully understood always promoting an open dialogue. The ability to use a variety of media in a manner that engages the audience. Communicating the direction in which the organization is developing in an appealing way and creating support for achieving Transcom objectives. 

● Focus on Results 

Taking ownership of the achievement of his/her objectives or goals and demonstrating determination to succeed and showing the final results. Collaboratively works with direct reports to set meaningful performance objectives, focusing and guiding others in accomplishing their objectives. Having stamina to remain firm and consistent when performing actions and tasks until the objective has been attained. 

● Planning and Organization Capacity 

Determining objectives and priorities effectively; planning timely measures in order to attain stated goals. Identifying and recruiting people and other resources in order to carry out a plan; allocating them in such a way that the intended results are achieved. Involves monitoring the results of tasks, assignments or projects. 

● Focus on Quality 

Setting high demands with respect to the quality of one's own work and that of others; striving continuously for improvements. Vigilantly watches over processes and services to ensure freedom from errors, omissions, or defects. Initiates action to correct quality problems or notifies others of quality issues as appropriate. 

● Decision Making 

Making decisions by taking action or expressing an opinion, even when the situation is unclear, based on adequate information with the aim of generating different solutions that enhance opportunities or facilitate the resolution of problems in the best interest of Transcom. Involves analysing risks, and responsibility taken for the decisions made. 

● Leadership 

Managing, developing and motivating others to ensure that they are able to fully contribute to Transcom success, inspiring values and providing feedback; encouraging and bringing about teamwork; maintaining good cooperation to achieve an intended goal. The leader identifies him/herself with energy, and is capable of transmitting it, motivating and generating confidence. 

● Team Development 

Using appropriate methods and a flexible interpersonal style to develop his/her team; helping them to discover, grow, and reach their potential. Creates a learning environment; ensures that opportunities for development are available. Includes the capacity to generate support and commitment. 

Motivational aspects (The profile which must be presented by employees) ● Interest in the Client Organization product, motivated by commercial tasks and by team management. ● Remain motivated and keep a positive attitude under pressure. 

Previous experience: 

● External selection: Minimum two years' experience in a similar post, managing work teams and business areas at the Contact Centre. Experience in direct negotiation with the Client Organization and budget management is an advantage. 

● Internal promotion: May originate from the post of Training & Quality Manager, Senior Team Leader or Team Leader. May also originate from any post if he/she complies with the required profile.