Operations Manager, Beneficiary Services & SLA Excellence

azmtalent; Saudi Arabia; On-site; SAR 180,000 - 320,000; Full time

Job summary

azmtalent is seeking an Operations Manager to oversee the beneficiary service operation, ensuring rapid response, timely SLA closure, and accurate ticket routing. You will guide junior staff and interns, coordinate with development and other departments to resolve escalations end-to-end, and maintain essential SOPs and escalation matrices.

The role requires leadership in supervising a team, strong bilingual English/Arabic communication, and a track record of process improvement.

Qualifications

• Bachelor's degree required in a related field.
• Proven experience in operations/service delivery/customer support management.
• Experience supervising a team and reviewing others' work.

Responsibilities

• Own day-to-day performance against service standards: response speed and SLA closure.
• Supervise ticket handling and ensure consistent classification and prioritization.
• Review recurring ticket patterns and improve classification criteria.
• Produce periodic reports on SLA performance and ticket trends.
• Maintain and approve core operational documents like SLA, escalation matrix, and SOPs.
• Coordinate with development and other teams to resolve escalations end-to-end.
• Represent the Operations team in cross-functional and external meetings.
• Develop team members and interns with supervision and feedback.
• Identify opportunities for continuous improvement and automation in workflows.

Skills

Team leadership

Cross-functional collaboration

Process improvement

Reporting

Arabic language

English language

Education

Bachelor's degree in Business Administration/Operations Management/Information Systems

Tools

ServiceNow

Excel

JIRA

Grafana

Metabase

Job description

azmtalent is seeking an Operations Manager to oversee the beneficiary service operation, ensuring rapid response, timely SLA closure, and accurate ticket routing. You will guide junior staff and interns, coordinate with development and other departments to resolve escalations end-to-end, and maintain essential SOPs and escalation matrices.

The role requires leadership in supervising a team, strong bilingual English/Arabic communication, and a track record of process improvement.