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Performance Management &MIS Manager

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Date: 15-Jul-2021

Location: Cairo, EG

Company: Ahli United Bank

Role Statement

The role holder is responsible for Improving Operational Efficiency within the operations management team. He/she will work closely with the Head of Operations Management to Implement Banking operations strategy and set operational goals and objectives.

Principal Responsibilities

  • Enhance customer experience and Build effective working relationships with key stakeholders.
  • Ensure departments delivers KPIs, SLA, TAT and process 100% of transactions accurately within cut-off times.
  • Monitor eChannels conversion and work closely with business to migrate customers to B2B/Online banking.
  • Manage the overall operating efficiency of Banking Operations, monitor performance and SLA.
  • Improve productivity and utilisation with reduced latent hours and FTE benefit leading to financial gain and improve engagement as work life balance remains within acceptable levels
  • Drive cross training and resource movement to balance workflows within teams and across business silos so that at Banking Operations level resourcing is optimised
  • Explore new and improved opportunities for data capture and creat database for management information.
  • Co-ordinate the monthly planning meetings ensure the monthly service pack and dashboard is ready as per the agreed standards and timelines
  • Ensure all customer complaints are resolved in timely and professional manner.
  • Identify areas for process improvements that lead to effective use of resources and better TAT
  • Ensure all received customer instructions are processed according to the defined services level of agreement with other stakeholders
  • Ensure turnaround time for all transactions is in alignment to the defined service quality

Educational Level

Bachelor’s degree in Finance, Accounting or any related discipline. Professional qualification in Accounting & Finance (CPA, ACCA, CMA or CA), or Operations Management is preferred.