Operations Lead

Ready and hungry for a new adventure? You are definitely in the right place!

We at Envision Employment Solutions are always on the look for top talents around the globe and matching them with our partners' hiring needs, to help them build and scale!

Our partners offer awesome work environment, competitive salaries, full benefits, and many others perks.

Our Hiring Process:

• After filling your online application, our team will review your application and if you are a fit for any of the open positions we have even if it wasn't the one you applied for, our team will reach out to you to schedule an HR Interview
• During the call we will go through your resume and discuss the opportunities we have for you in details. We would love to learn a little bit about you, about your work experience and your career's goal. We will also be able to answer any questions you might have
  
  
  

Please feel free to share our career site with any of your colleagues or anyone you know that might be looking for a job: https://jobs.lever.co/envisionemploymentsolutions

_________________________________________________________________________________________________________

Envision Employment Solutions is currently looking for an Operations Lead for one of our partners, a multinational bank.

Job Summary:

The Operations Lead owns the mid- and back-office operational processes of the entity, provides input to the entity's team on the implications of customer journey design on back-office processes.

Responsibilities:

• Build up and manage new digital business line operations and collections
• Provide requirements for building entity's operations and design all operations processes
• Draft, develop, revise and implement operational policies, procedures, and protocols applicable to the back office of the entity
• Maintain overall day to day control of the back office and general affairs operations
• Own the value chain of mid and back-office processes for the entity
• Clear operations requiring manual intervention – e.g. customer acceptance after verification against AML and KYC rules or transaction processing
• Follow up on operations being processed by other departments (e.g. compliance, credit) to ensure customer requests are addressed
• Drive continuous improvement, process innovation and automation initiatives in Operations to drive quality, productivity, and efficiency
• Support the entity's team in building the entity by providing input on customer journey redesigns and their implications on the mid- and back-office supporting operations
• Redesign core operations and document process specifications to be in line with the front-end
• Translate business strategy into operational requirements
• Leverage process automation research to drive speed and efficiency
• Conduct process design workshops with key stakeholders and collect / summarize results
• Assess processes’ performance using relevant predefined KPIs and benchmark results using internal and external data
• Provide expertise on process issues and support on potential solutions to be considered by the team
• Coordinate as needed with entity's Operations to develop operational strategy and ensure alignment of processes
• Draft, develop, revise and implement operational policies, procedures, and protocols applicable to the back office of the entity
• Oversee and manage admin and execution of product offerings and coordinate with relevant entity department heads to ensure mitigation of credit, operational, legal and risk frameworks
• Manage internal and external audits and ensure adherence to compliance procedures
• Prepare work schedules and assign duties to mid- and back-office staff
• Compile reports on operational functions
• Conduct staff meetings with different department heads to align on operational matters
• Oversee automated processes for the entity to ensure efficiencies and accuracy of automation, in addition to coordinating adjustments to and changes of automated processes when needed
  
  
  

Requirements:

• Bachelor’s degree in business, management, or relevant field
• 5+ years of retail, Commercial or Digital banking experience
• 3+ years in automated back-office processes in a tech environment
• Lean Six Sigma Certification (Optional)
• Experience in “customer administration”, maintenance of customer records on a core platform, dealing with customer requests, payment queries, and management reporting
• Knowledge of Egyptian regulatory requirements
• Knowledge of Egyptian payment systems
• Experience in delivery of change initiatives from a business perspective
• Passionate about technology and building a customer experience-led entity
• Being hands-on, great at execution, and caring about the day-to-day details
• Knowledge of card processes
• Knowledge of the reconciliation process; i.e. checking the entity's account balances against transactions
• Experience dealing with regulated complaints
  
  
  

Benefits:

• Health insurance
• Learning, development and career progression
  
  
  

Envision Employment Solutions is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce. Come join us!