$ads={1}
At Money Fellows we believe that there is only one way to build an outstanding organization; and that is to attract exceptionally talented people who are aligned with our mission, thrive on challenges and are passionate about problem-solving. Being a market leader in the digital FinTech space, we facilitate our customers with the easiest and fast digital financial solutions which can enhance their lives.
We are operating now in Egypt with a clear vision towards expansion in the region.
We aim to build an inspiring organization with an engaged and high performing culture. Joining the team now would mean that you could have a direct impact on the company’s growth trajectory. If you are hungry to make an impact and develop your skills in a dynamic environment, collaborating with like-minded people, we want to hear from you.
About you:
We are looking for an Operational Excellence Manager who will be responsible for the continuous improvement of our customer happiness departments. As an Operational Excellence Manager, you will be responsible for identifying process gaps and initiating process improvements with the ultimate goal of automation in the voice and non-voice channels. You will work closely with cross-functional teams to identify process bottlenecks and find innovative solutions that are efficient and scalable.
Your Responsibilities will include:
- Initiate process improvement ideas to optimize efficiency and lead towards automation optimally from voice to non-voice communication.
- Work closely with cross-functional teams to identify process bottlenecks and find innovative solutions.
- Develop and implement data-driven strategies to enhance customer experience.
- Analyze data and trends to identify opportunities for improvement in Customer Happiness department
- Implement and lead a continuous improvement program that fosters a culture of process excellence and continuous improvement.
- Manage a team of 3 Specialists Voice Of Customer specialist, Real-time management analyst, Data analyst and potentially more depending on team structure updates.
- Ensure regular high-quality reporting, data analysis, and presentation of findings.
Requirements
- Minimum 4 years of experience in a similar role
- Experience in a call center environment is a plus
- Strong analytical skills with experience in data analysis tools such as: PowerBi, Tableau, Microsoft Excel etc..
- Excellent communication and interpersonal skills.
- Strong leadership skills with the ability to motivate and guide a team towards achieving goals.
- Experience in automation and process improvement methodologies.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment with cross-functional teams.
Benefits
- Competitive salary
- Pension Plan scheme as per company policy
- Premium Family medical insurance
- Exclusive access to our circles with the ultimate credit limit and reserved 1st slots
- Unlimited annual leave policy
- Mentorship and career growth
- Entrepreneurial working environment
