Performance Insights Manager

4 days ago

Qesm El Maadi Cairo, Egypt e& CX Solutions Egypt Full time 1,500,000 - 3,000,000 per year

Job Purpose:

The Performance Insights Manager plays a key role in overseeing the implementation and adherence to corporate governance frameworks across the BPO operations. This role ensures that internal processes, risk controls, compliance policies, and performance metrics are effectively monitored, analyzed, and communicated. A critical aspect of this position is crafting high-impact presentations, conducting detailed operational and performance analysis, and ensuring seamless engagement with internal and external stakeholders.

Key Responsibilities:

  • Support the governance Senior Manager in implementing governance structures, processes, and frameworks across business functions.
  • Analyze operational data, identify gaps, and provide actionable insights and reports.
  • Prepare and deliver impactful presentations for leadership, clients, and internal departments.
  • Coordinate governance reviews, internal audits, and performance assessments.
  • Manage stakeholder relationships by ensuring regular updates, clarity on compliance, and addressing any governance-related issues.
  • Monitor adherence to SLAs, KPIs, and compliance frameworks across departments.
  • Lead process documentation and mapping exercises to ensure transparency and efficiency.
  • Assist in policy reviews and updates, ensuring alignment with corporate and client requirements.
  • Support in driving operational excellence initiatives in coordination with other functions.
  • Facilitate training sessions or workshops on governance policies and best practices.

Key Skills & Competencies:

  • Strong Analytical Skills: Ability to interpret complex data sets, identify trends, and suggest improvement areas.
  • Presentation Expertise: Skilled in developing professional, visually compelling, and content-rich presentations using PowerPoint or equivalent.
  • Stakeholder Management: Proven ability to communicate with and influence internal and external stakeholders at all levels.
  • Attention to Detail: High accuracy and thoroughness in analysis and reporting.
  • Process-Oriented Mindset: Understanding of BPO processes and ability to identify gaps or areas for enhancement.
  • Proactive & Organized: Ability to manage multiple priorities, meet deadlines, and drive tasks independently.
  • Technical Skills: Proficiency in MS Office Suite (especially Excel and PowerPoint), BI tools (e.g., Power BI, Tableau), and process management tools.

Qualifications:

  • Bachelor's degree in Business Administration, Operations, Economics, or related field.
  • Certification in governance, process improvement (e.g., Lean Six Sigma), or project management is a plus.

Experience:

  • 5–7 years of experience in governance, compliance, operations, or related areas within the BPO or outsourcing sector.
  • Demonstrated experience in presenting to senior Management or clients.
  • Experience with process improvement initiatives, audits, or regulatory reviews is desirable.

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