L’Organisation Africaine de la Propriété Intellectuelle recrute 01 Head of UC Transversal process managers & Performance team

L’Organisation Africaine de la Propriété Intellectuelle

Cairo, Egypte

Head of UC Transversal process managers & Performance team
Ref : 567712 | 17 févr. 2022
Date limite de candidature : 17 mars 2022
CityStars, Cairo, Égypte – Egypte
Votre rôleESC Transversal operations is responsible to perform various ITIL processess transversal harmonization and syncronization activities ( Incident managment, Problem managment, change mangment, …) for UC services & solutions., also part of that team manager activity is Support and strategy team represented in BI project managers
This position is for manager Position for the team ( Process managers and BI PMs and PMO ) with duties below:
Manage and develop resources and team members to perform efficiently and effectively.
Monitor and measure the KPI of the team.
Act as escalation point for the Team activity.
Manage the recruitment of team members.
Manage the service improvement plan related to the team.
Represents the team in the customer meeting & service reviews.
Ensure that all processes, procedures and troubleshooting guidelines are documented and well maintained.
Provide statistical reporting to management with a trend analysis for the team’s productivity.
Define clear SMART goals, objectives and career development plans to all team members, and carry responsibility for the team performance management.
Schedule staff training, leaves requests, rosters and fulfill overall staff administrative requirements.
Communicates and solve concerns and local policies among management and team members.
Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance.
Undertakes other similar or related tasks as signed by departmental management.
Lead and promote some programs and global collaboration between process and operational teams to support ESC trasnformation strategy
Votre profil5-6 years management experience
Leadership and Coaching Skills.
Interpersonal and Conflict management skills.
Time Management skills.
Self Motivated.
Ability to deal with different cultures and behaviours.
Decision-Making skills.
Business and Report Writing.
Presentation Skills.
Strong Analytical skills.
Excellent customer service skills.
Fluent in both spoken and written English
Solid knowledge on UC ESC technologies
Excellent knowledge of Orange process and experience in ESC.
Educational background:
Bachelor of Science in Communications/Computer Science or equivalent.
Project management or Management diploma is a plus
ITIL , ISO experience and certifcation
Le plus de l’offre
EntitéCustomer Services & Operations
ContratCDI
POSTULER