Head of Operational Excellence

Property Finder is the leading property portal in the Middle East, North Africa and Turkey (MENAT) region.  The platform offers a host of products and services tailored to make the home search process transparent for millions who visit the portal while creating value for the partners who advertise on the platform.

Over the years, we've expanded our operations to Qatar, Bahrain, Saudi Arabia, Turkey, and Egypt, solidifying our position as a regional powerhouse in the proptech space. With over 500+ dedicated people in 6 regional offices, we facilitate more than 14 million monthly visits across our platforms. We have become the go-to destination for consumers in search of their next home.

Role Summary:

The Head of Operational Excellence oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs, designs training programs, and identifies process enhancements to improve the customer experience proactively. 

Key responsibilities:

• Develop and implement the quality and learning management systems for our customer experience department to provide consistent and excellent levels of support to our partners.
• Maintain and develop internal support and contact center quality standards
• Set the quality standards for all customer interactions and develop effective quality assurance & compliance processes 
• Implement and deliver coaching and continuous improvement frameworks.
• Manage and update internal knowledge management systems in line with quality standards
• Develop effective onboarding and training content for new and existing CX Advisors
• Organising quality audits, identifying training needs, and analysing results to support the wider operation.
• Creating analytical reports, linking to quality performance and key KPIs to define and implement relevant action plans.
• Ensure all CX team members are aware and trained on all new product launches, business campaigns, and process updates 
• Streamline business processes to enhance efficiency
• Work with Customer Experience leadership to develop, execute, optimize and assess CX enablement program
• Work closely with product, sales and product teams to develop content and training strategy for internal staff
• Capture ideas on how to improve our processes, products, and services based on customer feedback.
• In-depth analysis of customer trends, behavior, issues, and presenting findings in a timely manner to all key internal partners.

Desired Skills:

• Customer-focused attitude
• Exceptional command of the English & Arabic languages
• Excellent verbal and written communication skills 
• Demonstrated ability to problem-solve and deep-dive into complex challenges, leveraging data as a key parameter for decision-making
• Stellar project management and execution skills to navigate project milestones end to end
• Proven leadership, organizational and team management skills within the domain of customer operations/Technical support management 
• Experience within a SaaS/Marketplace environment in preferred 
• A good understanding of Service/Quality frameworks like COPC, Six Sigma or others.
• Experience of driving change initiatives in a service-based environment 
• Ability to analyze data and understand root causes behind performance metrics
• Demonstrated ability to prioritize and manage a diverse workload of both short- and long-term goals and deliver results in a fast- environment
• Experience communicating and presenting to senior leaders

Behavioral Competencies

• A strong leader able to create strong working relationships with customers and internal stakeholders.
• Analytical and process-oriented mindset
• Passionate about organizational and customer success 
• Able to adapt and succeed in a changing environment
• A team player who enjoys collaborating with other functions to deliver the best results for the company and the customer

Our promise to talent

We encourage our people, to move fast, to be bold and offer them countless ways to make an impact in a fast-growing and talent-centric organisation. 

Our goal is to ensure that our people find their time at Property Finder a rewarding experience where the company’s growth also means personal growth.

Overall it is a place for you to be your best self. 

Property Finder Principles

• Move fast and make things happen
• Data beats opinions
• Don’t confuse motion with progress
• Failure is success if we learn from it
• People over pixels

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