Program Manager

Job description / Role

New Process
• Support the Work (at) Home Champion in identifying new processes.
• Be part of the discovery team to study the process.
• Work with Work (at) Home Champion in preparing the process migration plan.
• Liaise with Sutherland stakeholders for UAT of the applications.
• Prepare SOPs based on the Current & Proposed process charts / Process Documents as required by the Work(at)Home Champion.
• Determine headcount requirement for Go-Live of the new process and work with the Centre Manager to recruit new employees, as required.
• Organize process and skills training to be conducted.
• Plan, support and execute various phases of process migration.

SLAs
• Ensure achievement of SLA.
• Take necessary corrective action when SLAs are not met.

Contractual Obligations, Audit & Compliance
• Ensure successful fulfillment of all contractual obligations.
• Work with the Client Center Manager to review risks pertaining to procedures in the Contact Center processes. Discuss, plan and implement control measures.

Reporting & Quarterly Reviews
• Ensure timely & accurate reports are sent to the Center Manager.
• Review all physical and logical accesses available in the Center on a quarterly basis.

Performance Management
• Be responsible for the performance of all Sutherland Staff in the Center.

Invoicing
• submit the invoices in a timely manner and with relevant supporting documentation

Client Engagement
• Maintain professional and consistent communication with the client
• Understand client expectations and guide team to achieve them

Requirements

• Graduate
• Candidate with 3 to 5 Years of Experience in Banking, & Contact Center Domains preferred
• Fluent Arabic and English speaker with pleasant and interactive personality.
• Previous experience in managing a team.
• Experience in determining call center operations strategy.
• Expert in collecting, analyzing, and summarizing data and trends.
• Experience in liaison with technology teams.
• Experience of dealing with large and wide groups which includes employees at all levels.
• Willing to relocate to Al Ain.
• Willingness to travel within UAE on job-related activities.
• Participate in other activities organized by the client as part of their nationalization initiatives.
• Due to the nature of the account, only Female Candidate will be considered

About the Company

As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to health care, achieve greater agility through transformed and automated customer experiences for over 30 years. Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world.