Team Leader, Global Business Services vacancy

Team Leader, Global Business Services vacancy

About this company
The Abraaj Group is a leading private equity investor operating in the growth markets of Africa, Latin America, the Middle East, South Asia, South East Asia, Turkey and Central Asia. Employing over 300 people, including 140 investment professionals, we have over 25 country offices spread across six regional hubs in Mexico City, Dubai, Istanbul, Mumbai, Nairobi and Singapore. Our local presence across these markets provides us with unmatched expertise, know-how, proprietary transactional access and the ability to grow partner businesses across borders
Job description
The Head of GBS will lead our back office operations. As part of this role he/she will manage the business processing teams that cover Finance and Fund Admin processes. The position will be responsible to manage the local team and interface with key internal stakeholders in terms of performance and service level assurance.

• Ensure consistent delivery of services through the shared services including governance and service management along the defined service level agreements.
  
• Directly supervise the work of the team (15 people) including mentoring, coaching, and providing advice on procedures/work methods.
  
• Provide effective customer service including verbal and written communication such as handling complicated internal customer queries, issues, complaints, and questions.
  
• Set the effective goals aiming for better quality, escalating processes, high speed and efficiency.
  
• Develop detailed work plans, direct project teams, deliver status, meet deadlines, manage to budget, meet or exceed quality standards.
  
• Guide team through problem definition, issue identification and work plan development using problem solving principles and past experience.
  
• Work with virtual teams in different countries, managing cross cultural issues and keeping a good relationship with them.
  
• Lead the team to prepare and provide open cases resolution for good performance in client services.
  

• Manage team resources and provide updates on activities and project progress of the team
  
• Ability to work with different team members in a respectful and inclusive manner
  

Desired Skills and Experience

• +7 years of relevant work experience in Project Management and BPO space with management responsibilities ideally in Sub-Saharan Africa
  
• Bachelor’s degree
  
• Skilled in business process reengineering and ability to expertly comprehend and map process flows
  
• Experienced in Analytics and comprehends KPI’s to insure operations metrics and quality levels meet the SLA’s
  
• Advanced presentation and writing skills to support team members with Training and Operations efforts
  
• Solid troubleshooting skills
  
• Strong organizational and time management skills
  
• Project Management Professional (PMP)
  
• Comprehension of BI tools and Six Sigma/lean practices
  
• Experience/Knowledge of Oracle
  
• Proficient with all Microsoft Office applications including Word, Excel, PowerPoint
  
• Solid knowledge and hands on practice with Document workflow tools and processes
  

Applicants must send latest resume in PDF format along with the application



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