Workforce Management & Operations Manager

ADIB - Abu Dhabi Islamic Bank; Ras Al Khaimah; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading financial institution is seeking a Workforce Management & Operations Manager in Ras Al Khaimah. The successful candidate will lead a team, ensure compliance and enhance efficiency in daily operations of contact centers. Ideal candidates should have knowledge of banking products, effective communication skills, and experience in workforce management.

Qualifications

• Knowledge of ADIB’s retail banking products & services.
• Understanding of operational policies & procedures.
• Proficiency in scheduling and forecasting principles.

Responsibilities

• Manage and lead a team of Workforce Management Analysts & MIS officers.
• Ensure timely reporting of contact center and agent performance.
• Conduct coaching sessions and manage attrition within the team.

Skills

Effective communication skills

MS Office proficiency

Creativity and analytical skills

Job description

Role: Workforce Management & Operations Manager

Location: Ras Al Khaimah

Role Purpose: To manage and lead the MIS Team as well as the Workforce Management Analysts for all sites and outsourced operations. This role is critical as it impacts the effectiveness, efficiency, and quality of daily contact center operations.

Key Accountabilities of the role:

Operational readiness:

1. Manage and lead a team of Workforce Management Analysts & MIS officers.
2. Ensure timely reporting of contact center and agent performance.
3. Ensure schedules are ready, approved, and released before each week/bi-weekly period.
4. Highlight operational issues in daily operations.
5. Communicate contact center KPIs and performance regularly.
6. Immediately highlight operational issues.
7. Liaise with stakeholders to gather data for reporting.
8. Approve non-inbound activities, ensuring minimal impact on operations.
9. Approve mass SMS communications to customers.

Human Resources/People:

1. Conduct coaching sessions with team members.
2. Lead employee engagement activities and support contact center initiatives.
3. Manage attrition within the team.
4. Identify training and development needs.
5. Support and guide team members.
6. Hold regular meetings and document discussions.

Quality:

1. Collaborate with operations to improve forecasting and scheduling efficiency.
2. Ensure timely and accurate data/MIS circulation.
3. Work with support units to enhance call quality and meet Mystery Shopper goals.

Continuous Improvement:

1. Collaborate on process, system, product, and policy initiatives.
2. Recommend changes in scheduling, forecasting, and MIS.

Compliance of policies & procedures:

1. Ensure compliance with ADIB policies & procedures.
2. Work with the Operational Risk team for system access reviews.

Other duties as assigned by the Service Manager.

Results Expected:

1. Proper documentation and storage of MIS and data.
2. 100% compliance with system access.
3. Reduce team attrition.
4. Escalate IT issues promptly.
5. Ensure data accuracy and reliable scheduling.
6. Clear annual leave for the contact center by year-end.

Specialist Skills / Technical Knowledge:

1. Knowledge of ADIB’s retail banking products & services.
2. Understanding of operational policies & procedures.
3. Effective communication skills.
4. Knowledge of AML regulations issued by UAE authorities.
5. Service standards and quality delivery understanding.
6. Selling skills.
7. Proficiency in MS Office and management information systems.
8. Deep knowledge of scheduling and forecasting principles.
9. Creativity and analytical skills.
10. Numbers-driven approach.