Job Title:

Job Description

Key Responsibilities:

• Strategic Vision & Leadership:
  • Formulate and execute a multi-year strategic plan for Shared Services that supports Concentrix's ambitious growth targets in Egypt.
  • Partner with the executive leadership team to establish long-term goals and performance metrics for the shared services functions.
  • Drive organizational change initiatives, ensuring that the Shared Services function adapts to the evolving needs of the business.
• Talent Acquisition:
  • Oversee the development and implementation of innovative talent acquisition strategies that attract high-caliber candidates in a competitive market.
  • Leverage data analytics to inform recruitment strategies, optimize sourcing channels, and enhance employer branding.
  • Foster partnerships with educational institutions and industry organizations to build a robust talent pipeline.
• Training and Development:
  • Lead the design and continuous improvement of comprehensive training programs that drive employee engagement, competency, and performance.
  • Implement cutting-edge learning technologies to facilitate skill development and knowledge transfer across the organization.
  • Evaluate training effectiveness through performance metrics and employee feedback, adjusting strategies as necessary.
• Quality Assurance:
  • Establish and enforce quality standards that ensure excellence in service delivery across all operational areas.
  • Utilize advanced analytics to monitor service performance, identify trends, and develop proactive improvement strategies.
  • Collaborate with operational leaders to implement quality improvement initiatives that enhance customer satisfaction and operational efficiency.
• Cross-Functional Collaboration:
  • Act as a strategic liaison between Shared Services and other departments to ensure alignment of goals and seamless service delivery.
  • Engage with stakeholders at all levels to advocate for the needs of the Shared Services functions and promote a culture of collaboration.
  • Lead regular cross-functional workshops and strategy sessions to drive innovation and process improvement.
• Change Management & Compliance:
  • Spearhead change management initiatives to ensure successful adoption of new processes and technologies within Shared Services.
  • Ensure compliance with all regulatory and quality standards, managing risks associated with operations.
  • Develop crisis management plans to address potential disruptions in service delivery.

Qualifications:

• Master’s degree in Human Resources, Business Administration, or a related field; an MBA is strongly preferred.
• BPO Experience is a must
• A minimum of 10 years of progressive leadership experience in operations, T&Q, or related fields, with at least 5 years in a senior leadership role.
• Proven track record of managing complex projects and initiatives in a high-growth environment.
• Strong analytical skills, with the ability to leverage data for strategic decision-making and performance improvement.
• Exceptional communication, negotiation, and interpersonal skills, with experience building relationships across diverse teams and stakeholders

Location:

Language Requirements:

Time Type:

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