Operations Manager Bilingüe

Primary Responsibilities:

• Handle customer queries with a focus on expectation management.
• Proactively engage with partners via phone, email, ticketing systems, and chat channels.
• Build and maintain strong relationships with partners to ensure smooth communication.
• Analyse MIS reports to understand transaction performance, system downtime, and identify areas for service improvement.
• Provide strategic insights and data to support decision-making.
• Collaborate with internal teams to enhance systems and processes.
• Lead and manage a team to ensure seamless operations.
• Develop, implement, and execute SOP's for operational efficiency.

Secondary Responsibilities:

• Monitor and analyse system performance and downtime.
• Contribute to system and process improvement initiatives in collaboration with Client's Operations teams.
• Utilise tools for structured ticketing workflows and SLA adherence.
• Ensure operational readiness and efficiency through SOP's and automation where applicable.

Strategic Leadership:

• Support the management team in strategic decision-making with relevant data and insights.
• Collaborate cross-functionally with Technology, Business Development, Treasury,
• Compliance, and Finance teams.
• Drive initiatives to improve customer service, partnership strategy, and business performance.
• Lead operational efforts across domestic and international banking partners, especially in the Levant and North Africa regions.