Service Delivery Line Manager

Responsibilities:

• Responsible for Line Management of the RCU Egypt organization (e.g. Annual Salary Review, IPM goal setting & reviews, STV).
• Responsible for delivery fulfilment of assigned deliveries towards Arabic and French language Market, applying standardized WoW (processes, methods, tools & delivery models) at expected scope, quality and cost, defined by Service Area Build.
• Responsible for delivery quality assurance & performance towards Arabic and French language Market (like First Time Right, On Time Delivery, etc.).
• Responsible for KPI fulfilment and reporting to BNEW SAN SAB RCU Regional Centers Director.
• Responsible to provide Service Solution support Service Area Build, to Arabic and French Market.
• Responsible for services deliveries according to WLA & SLA.
• Responsible for Operational Feedback & Escalations from respective Regions and Market Areas,
• Responsible for performance and quality escalation resolution in accordance to Problem Management framework.
• Responsible for VOICE Surveys result and related objectives.
• Responsible for Competence & Capability Build through hiring, training & coaching according to dimensioning in alignment with Service Area Build strategy and resource planning.