Senior Manager - IT Procurement Category

RCSA & Internal Control Analyst

Software Engineer

Senior Team Lead

Senior Manager – Technology Transformation

Finance Analyst

Finance Analyst III (Plant Operations)

Waiter/Waitress and Senior Waiter/Waitress

Customer Experience Director

Regional Manager

Role Description: <ul><li>The Senior Manager – IT Procurement Category Management is responsible for leading strategic sourcing and category management across Information Technology.</li><li>The role owns the end-to-end IT category strategy, including spend and demand analysis, market intelligence, business case assessment, strategic sourcing, contract development, supplier relationship management and value delivery.</li><li>The position works closely with technology and corporate stakeholders to translate business and technical requirements into effective sourcing strategies and commercially competitive contracts.</li><li>The successful candidate will bring strong IT procurement expertise across Software, SaaS, Cloud, Infrastructure, Managed Services, Telecommunications, Cybersecurity and IT Professional Services, with a focus on cost optimisation, service resilience, information security, data protection, compliance and total cost of ownership.</li></ul> Responsibilities: IT Category Leadership <ul><li>Lead category strategies and sourcing across Software and SaaS, Cloud and Hosting, IT Infrastructure, End-user Technology, Networks, Telecommunications, Cybersecurity, Managed Services and IT Professional Services.</li><li>Evaluate commercial and licensing models, including subscriptions, consumption-based pricing, enterprise agreements, perpetual licensing, support and maintenance.</li><li>Work with technology stakeholders to assess technical requirements, scalability, interoperability and service resilience.</li><li>Develop Statements of Work (SOWs), deliverables, acceptance criteria, SLAs, service credits, milestones and payment structures.</li><li>Apply total cost of ownership and lifecycle costing to technology procurement decisions.</li></ul> Strategic Sourcing &amp; Commercial Negotiations <ul><li>Lead complex IT sourcing projects from initial requirements and market engagement through tendering, supplier selection, contract award and implementation.</li><li>Develop appropriate sourcing strategies, including competitive tenders, framework agreements, multi-supplier arrangements and direct negotiations.</li><li>Lead high-value commercial negotiations covering pricing, licensing, service levels, risk allocation, liability, intellectual property, data protection and contractual exit provisions.</li><li>Identify supplier and technology risks, including vendor concentration, technology lock-in, cybersecurity, service continuity and obsolescence.</li></ul> Spend Analysis &amp; Cost Optimisation <ul><li>Analyse IT spend, demand, utilisation and consumption to identify cost-saving opportunities.</li><li>Establish and monitor savings and cost-avoidance targets.</li><li>Lead business cases, commercial assessments and total cost of ownership evaluations.</li><li>Develop pricing benchmarks, should-cost models and commercial scenarios.</li><li>Drive demand management, licence optimisation, supplier consolidation and standardisation initiatives.</li></ul> Market Intelligence &amp; Category Strategy <ul><li>Monitor technology market trends, supplier capabilities, commercial models and regulatory developments.</li><li>Evaluate supplier financial stability, delivery capabilities, market positioning and product roadmaps.</li><li>Develop and maintain IT category strategies, sourcing roadmaps, supplier segmentation and governance frameworks.</li><li>Conduct category reviews and quarterly business reviews, tracking cost, service, risk, innovation and compliance.</li></ul> Stakeholder &amp; Supplier Management <ul><li>Act as the primary procurement partner for designated technology stakeholders.</li><li>Engage with senior technology leadership and advise on sourcing strategies, commercial options and supplier risks.</li><li>Collaborate with IT, Finance, Legal, Information Security, Data Privacy, Enterprise Architecture and Contract Management teams.</li><li>Lead strategic supplier selection, onboarding, performance management and executive-level supplier relationships.</li><li>Monitor contractual obligations, service levels, renewal timelines and supplier improvement plans.</li></ul> People Management &amp; Governance <ul><li>Lead, coach and develop a team of IT procurement professionals.</li><li>Establish team objectives and strengthen capabilities in sourcing, negotiations, contracting, analytics and supplier governance.</li><li>Ensure compliance with procurement policies, sourcing procedures, delegated authority and financial controls.</li><li>Drive continuous improvement, accountability, collaboration and operational excellence.</li></ul> Financial Accountability <ul><li>Manage an IT procurement category spend portfolio of approximately AED 800 million.</li><li>Drive cost reduction, cost avoidance, demand optimisation and measurable value delivery.</li><li>Ensure compliance with approved budgets, financial controls and savings-tracking requirements.</li></ul> Requirements: Qualifications &amp; Experience Education <ul><li>Bachelors degree in Supply Chain Management, Business Administration, Information Technology, Computer Science, Engineering, Finance or a related discipline.</li><li>A postgraduate or advanced degree is preferred.</li></ul> Experience <ul><li>8–12+ years of experience in procurement or category management, with substantial exposure to IT procurement.</li><li>3–5+ years in leadership roles managing complex, high-value IT procurement programmes.</li><li>Demonstrated experience in developing and executing IT category strategies.</li><li>Proven track record in managing IT contracts, supplier negotiations, savings delivery and commercial risk.</li><li>Experience working with senior technology stakeholders is essential.</li><li>Middle East or UAE experience is advantageous but not mandatory.</li></ul> Preferred Certifications <ul><li>CIPS or ISM CPSM.</li><li>ITIL, COBIT, FinOps, Software Asset Management, Cloud or Cybersecurity certifications.</li><li>PMP, PRINCE2 or Lean Six Sigma certifications are advantageous.</li><li>5. Technical Skills &amp; Competencies</li><li>IT procurement and technology category management.</li><li>Strategic sourcing and complex commercial negotiations.</li><li>Software, SaaS, Cloud and IT Infrastructure procurement.</li><li>Cybersecurity, Telecommunications and Managed Services procurement.</li><li>Supplier relationship and performance management.</li><li>IT commercial models, software licensing and contract management.</li><li>Spend analysis, financial modelling and total cost of ownership.</li><li>Statements of Work (SOWs), SLAs, KPIs and performance-based contracting.</li><li>Procurement platforms such as SAP Ariba and Coupa.</li><li>Contract law, information security, data privacy and risk management.</li><li>Project and change management.</li><li>6. Behavioural Competencies</li><li>Strategic thinking and commercial acumen.</li><li>Strong communication and presentation skills.</li><li>Stakeholder management and influencing ability.</li><li>Leadership, coaching and team development.</li><li>Customer focus and solution-oriented thinking.</li><li>Collaboration and relationship building.</li><li>Innovation and continuous improvement.</li><li>Strong execution and accountability.</li></ul>

Role Description: <ul><li>We are looking for an RCSA &amp; Internal Control Analyst to support the rollout and ongoing maintenance of the EMEA Risk and Control Self-Assessment (RCSA) framework and related internal control activities.</li><li>Working alongside the EMEA Risk &amp; Control Manager, the successful candidate will provide day-to-day operational support, including coordination, follow-up, documentation and data consolidation.</li><li>The role will help accelerate the rollout, improve consistency across countries and establish a sustainable long-term operating model, while allowing the EMEA Risk &amp; Control Manager to focus on governance, stakeholder management and overall framework oversight.</li><li>The successful candidate will support the rollout, documentation, testing and maintenance of country-level RCSAs and related internal control activities across EMEA. They will help ensure that risk and control information is accurately collected, structured, tracked and kept up to date in coordination with local stakeholders.</li></ul> Responsibilities: <ul><li>Support the implementation and ongoing development of the EMEA Risk and Control Self-Assessment (RCSA) framework, working with country teams to identify, assess and manage risks in line with the Groups risk management methodology.</li><li>Work collaboratively with stakeholders across a range of business functions, including Operations, Finance, Legal and Health, Safety, Security and Environment (HSSE), to understand local processes, identify potential risks and establish appropriate controls.</li><li>Support the identification and assessment of country-specific risks, documenting existing controls, potential gaps and compensating controls to help ensure risks are appropriately managed.</li><li>Develop and maintain local risk and control registers, ensuring information is accurate, up to date and aligned with regional requirements.</li><li>Work with local stakeholders to harmonise risk management approaches and control frameworks across EMEA, promoting consistency while taking account of country-specific requirements and differences in local maturity.</li><li>Support the implementation of the RCSA framework across EMEA countries, coordinating activities, gathering and consolidating information, monitoring progress and following up with stakeholders to ensure timely completion.</li><li>Support second-line (Line 2) control testing activities, including coordinating evidence collection, reviewing supporting documentation and following up on outstanding information or identified control gaps.</li><li>Contribute to compliance activities, including the ongoing monitoring and documentation of anti-corruption and accounting controls in support of Sapin II requirements.</li><li>Track action plans, remediation activities and outstanding issues, working with local stakeholders to monitor progress, address delays and ensure agreed actions are completed.</li><li>Build effective working relationships across countries and functions, encouraging collaboration, knowledge-sharing and consistent approaches to risk management in an international, matrixed organisation.</li><li>Identify opportunities to improve risk and control processes, documentation and procedures, contributing to the continuous development of a consistent and sustainable EMEA control framework.</li></ul> Requirements: Educational Qualifications <ul><li>A degree or equivalent professional experience in Risk Management, Business, Finance, Compliance or a related discipline would be advantageous.</li><li>Ongoing commitment to training and professional development in risk, compliance and audit processes.</li></ul> Relevant Skills and Experience <ul><li>2–5 years experience in risk management, internal controls, compliance or a related field.</li><li>Experience working with risk and compliance frameworks, including risk identification, assessment and control implementation.</li><li>Experience working in an international business or matrix organisation, engaging stakeholders across multiple countries and functions.</li><li>Good understanding of operational processes and internal controls across different business functions.</li><li>Strong organisational, analytical and communication skills, with the ability to manage multiple priorities and build effective working relationships.</li><li>Confident managing documentation, risk registers, trackers and supporting evidence, with strong attention to detail.</li><li>Able to work autonomously, take ownership of tasks and manage competing deadlines.</li></ul> Personal Characteristics &amp; Behaviours <ul><li>Resilient and adaptable: Comfortable navigating challenges, working through ambiguity and maintaining momentum when faced with competing priorities or differing levels of risk maturity across countries.</li><li>Curious and analytical: Naturally inquisitive, with the confidence to ask questions, challenge assumptions and develop an understanding of risks across different business functions.</li><li>A relationship builder: Able to establish trust, communicate effectively and work collaboratively with stakeholders at different levels and across different countries.</li><li>Structured in approach: Able to bring order to complex or ambiguous situations, organise information clearly and establish consistent ways of working.</li><li>Reliable and accountable: Takes ownership of responsibilities and works closely with the EMEA Risk &amp; Control Manager to support decision-making.</li><li>Collaborative and open-minded: Comfortable working across functions, receptive to different perspectives and motivated to improve how teams work together.</li></ul> Travel Requirements <ul><li>10–20% travel within the country, region and internationally may be required on an ad hoc or regular basis.</li></ul>

Responsibilities: As a member of our Software &amp; Platform Engineering team, you will:&nbsp; <ul><li>Develop traditional and serverless applications and services in an agile and collaborative environment using source control that integrate with data storage services/message buses and other architectural elements&nbsp;</li><li>Deploy these applications using features such as containers to the cloud, leveraging CI/CD to support this process, backed with good observability when running these in production&nbsp;</li><li>Ensure quality through the creation of documentation and use of unit/integration/contract testing with a consideration of security/performance requirements.&nbsp;</li></ul> Requirements: As a Software Engineer, you will:&nbsp; <ul><li>Design, develop, and implement cutting-edge digital applications to address unique business challenges across various industries.&nbsp;</li><li>Collaborate with cross-functional teams to create innovative and effective solutions.&nbsp;</li><li>Develop both traditional and serverless applications in an agile and collaborative environment, integrating with data storage services, message buses, and other architectural elements.&nbsp;</li><li>Use modern deployment methods, such as containers and cloud services, supported by CI/CD pipelines and strong production observability.&nbsp;</li><li>Ensure high-quality outcomes through robust documentation and comprehensive testing (unit, integration, and contract testing), considering security, accessibility, and performance requirements.&nbsp;</li></ul> We are looking for experience in the following skills:&nbsp; <ul><li>Industry experience in one of following: Java / Typescript / C# / Python / Go.&nbsp;</li><li>Experience with Cloud Native technologies on AWS.&nbsp;</li><li>Experience in building automation tools to support CI/CD pipelines. Set yourself apart:&nbsp;</li><li>A creative and analytical approach to problem-solving.&nbsp;</li><li>Strong debugging and troubleshooting skills to resolve complex technical issues.&nbsp;</li><li>Excellent communication and collaboration skills to work effectively in diverse teams.&nbsp;</li><li>Proven experience shaping and delivering work across small to medium-sized projects&nbsp;</li><li>Experience in Financial Services.&nbsp;</li></ul>

Responsibilities: <ul><li>Lead &amp; participate in the design, development, and maintenance of FMF-related applications.&nbsp;&nbsp;</li><li>Conduct impact analysis and internal data mapping during the design phase.&nbsp;&nbsp;</li><li>Collaborate with business analysts and stakeholders to finalize technical requirements.&nbsp;&nbsp;</li><li>Perform defect analysis and resolution.&nbsp;&nbsp;</li><li>Write and maintain Unix/Linux shell scripts to support automation and integration.&nbsp;&nbsp;</li><li>Execute SQL queries and updates to support application logic and reporting.&nbsp;&nbsp;</li><li>Manage and mentor junior developers, ensuring quality and timely delivery.&nbsp;&nbsp;</li><li>Coordinate with testing, infrastructure, and compliance teams to ensure smooth deployment and support.&nbsp;&nbsp;</li><li>Provide regular updates to project managers and escalate risks/issues with proposed resolutions.&nbsp;&nbsp;</li><li>Lead technical implementation of vendor products (e.g., Firco™ Continuity).&nbsp;&nbsp;</li><li>Perform gap analysis between internal requirements and vendor product capabilities.&nbsp;&nbsp;</li><li>Liaise with vendors to address product limitations, customization needs, and integration challenges.&nbsp;&nbsp;</li><li>Ensure compliance with internal standards and regulatory requirements during implementation.&nbsp;&nbsp;</li><li>Document technical specifications, deployment procedures, and support guides.&nbsp;</li></ul> Requirements&nbsp;&nbsp; <ul><li>Experienced in software development roles, with at least 2 years in a senior or lead capacity.&nbsp;&nbsp;</li><li>Proven eperience in banking or financial services, especially in compliance or payments.&nbsp;&nbsp;</li><li>Strong understanding of SDLC processes and experience in technical design and impact analysis.&nbsp;&nbsp;</li><li>Experience implementing and managing vendor products in enterprise environments.&nbsp;&nbsp;</li><li>Proficient in Unix/Linux shell scripting and SQL.&nbsp;&nbsp;</li><li>Hands-on experience with Java for defect resolution and enhancements.&nbsp;&nbsp;</li><li>Familiarity with payment technologies (SWIFT messaging, transaction flows) and AML systems&nbsp;&nbsp;</li><li>Experience with DevOps practices and CI/CD tools (Jenkins, Artifactory, SonarQube) will be an added&nbsp;</li><li>advantage&nbsp;&nbsp;</li><li>Degree in Computer Science, Engineering, or a related field.&nbsp;&nbsp;</li><li>Additional certifications in payment or compliance technology are advantageous&nbsp;&nbsp;</li></ul>

Role Description: <ul><li>The role holder identifies and defines opportunities, builds the business case for each initiative, and leads delivery through internal technology functions and delivery partners. Initiatives are held to their intended outcomes, adoption and benefits, not go-live alone. This is a hands-on role. </li><li>The role holder personally designs, builds and deploys data, analytics, automation and AI solutions, and coordinates multidisciplinary teams.</li></ul> Responsibilities: <ul><li>Provide analysis and recommendations to help develop DHI’s technology, data and digital transformation agenda, for review by the Executive Director – Portfolio Operations and Intelligence.</li><li>Develop and maintain roadmaps for assigned initiatives, sequencing activity by value, dependency, risk and readiness.</li><li>Lead discovery and solution design with DHI departments, running workshops that define the opportunity, scope and intended outcome of each initiative.</li><li>Identify opportunities to improve revenue, productivity, customer experience, operational performance and decision-making through data, analytics, automation and AI.</li><li>Define value hypotheses, success metrics, adoption targets and value realisation frameworks for each initiative.</li><li>Design, develop, deploy and maintain data and analytical solutions, dashboards, automation solutions and AI-enabled products.</li><li>Build and maintain ETL/ELT processes and data transformation workflows.</li><li>Own the lifecycle of data, analytics, automation and AI products, from concept through deployment and adoption.</li><li>Define product vision, user requirements, roadmaps, backlogs and delivery priorities, based on the end-to-end needs of alternative asset management users, including investment professionals, portfolio managers, senior leadership and governance functions. Translate business challenges into technical requirements, user stories and solution designs.</li><li>Lead end-to-end delivery of assigned transformation initiatives, managing scope, schedule, cost and quality.</li><li>Ensure initiatives meet cybersecurity, data protection, privacy and AI governance requirements.</li></ul> Requirements: <ul><li>6 – 8 years of experience in technology transformation, data product development, applied AI, technology consulting or data-enabled transformation.</li><li>Demonstrated experience personally taking a problem through to a production-grade product.</li><li>Bachelor’s degree in Computer Science, Engineering, Data Science, AI, Mathematics, Statistics, Business or another relevant quantitative discipline.</li><li>Advanced degree, such as an MBA, preferred.</li><li>Technology, data and digital transformation planning and roadmap development</li><li>Data platforms such as Databricks, Azure AI Foundry, Spark, Hive or Palantir Foundry</li></ul>

Responsibilities: <ul><li>Responsible for all aspects of Accounts Payable, Accounts Receivable, Fixed Assets</li><li>Review transactions and documentation to ensure compliance with statutory and Group requirements.</li><li>Assist in cost monitoring and controls. Provide analytical support with insights on actual expenses and variances against budget</li><li>Work in a team to perform day-to-day accounting functions, month-end, quarter-end and year-end closing. These may include reconciliations, general ledger entries, Group and Statutory reporting.</li><li>Ensure timely and accurate completion of management accounts, notes to the accounts, cash flow projection and statutory and tax submission.</li><li>Provide support for the planning and budgeting exercise</li><li>Assist in system and process enhancements.</li><li>Liaise with external internal auditors, tax agent, company secretary, regulatory authorities, relationship manager and other parties to ensure compliance with all matters relating to audit, tax, statutory and Group requirements.</li><li>Perform any ad-hoc tasks and responsibilities which the superior may assign from time to time</li></ul> Requirements: <ul><li>Minimum 5 years of working experience in Finance, Accounting or Audit functions</li><li>Have a Bachelor Degree in Accounting or Finance or a professional accounting qualification (e.g ACCA/ CPA Australia/ CIMA)</li><li>Have working experience in a shared service centre / Global Business Service centre experience will be an advantage</li><li>Working knowledge and experience in SAP system is a must</li></ul>

Responsibilities: Planning and Budgeting&nbsp;: <ul><li>Assist on annual budget preparation.&nbsp;</li><li>Assist on monthly forecast preparation.&nbsp;</li><li>Track weekly forecast variance. In order to provide accurate and timely reports.&nbsp;&nbsp;</li></ul> Inventory Risk tracking/Analysis&nbsp;: <ul><li>Inventory reserve preparation&nbsp;</li><li>High light inventory risks and opportunities monthly&nbsp;</li><li>Monitor inventory physical count.&nbsp;</li><li>In order to comply with corporate policies and risk control&nbsp;&nbsp;</li></ul> Costing&nbsp;accounting&nbsp;: <ul><li>Data prepare(Mater master/Routine/Std cost);&nbsp;</li><li>Month ending JE booking&nbsp;</li><li>PPV program and analysis&nbsp;</li><li>Mat. usage analyzing&nbsp;&nbsp;</li><li>Production scrap report preparing&nbsp;&nbsp;</li></ul> FA accounting&nbsp;: <ul><li>Familiar with Capital Assets policy and comply with the policy(Include local policy)；&nbsp;</li><li>Prepare FA management report(Acquisitions, disposal, transfer etc.) and leading fixed&nbsp;</li><li>assets physical count&nbsp;</li><li>Issuing Asset Tags to assets responsible department&nbsp;</li><li>Intercompany Transfers of Fixed Assets data preparing and follow to financial posting&nbsp;</li><li>Follow Open PO&amp;IO&amp;CIP tracking report by month&nbsp;</li><li>CER review and budget control with report and management.&nbsp;</li></ul> Requirements: <ul><li>At least bachelor’s degree in finance/accounting/taxation or related.&nbsp;</li><li>Over 7-10 years working experience in Finance, costing managerial position is preferred&nbsp;&nbsp;</li><li>Good knowledge and experience in costing of manufacturing.&nbsp;Understand how to manage&nbsp;</li><li>and improve Mfg. variance.&nbsp;&nbsp;</li><li>Good knowledge and experience in SAP.&nbsp;</li><li>Fluent English Mandarin, both written and oral (Added Advantage)</li><li>Strong will to learn and develop the skills.&nbsp;</li></ul>

Responsibilities: <ul><li>Welcome guests warmly and provide attentive, personalised service throughout their dining experience.</li><li>Present menus, explain dishes and ingredients, and make appropriate food and beverage recommendations.</li><li>Take accurate orders and coordinate with kitchen and bar teams to ensure timely, seamless service.</li><li>Demonstrate knowledge of menu offerings, food preparation, beverages, wine and appropriate pairings.</li><li>Handle guest requests, dietary requirements and food allergies carefully, following the restaurants procedures.</li><li>Anticipate guest needs, check satisfaction during service and resolve concerns professionally.</li><li>Support VIP/VVIP guests and accommodate special requests while maintaining luxury service standards.</li><li>Assist with table allocation, section management and coordination of service flow during busy periods.</li><li>Support and guide junior team members, helping maintain service standards and professional presentation.</li><li>Maintain cleanliness, hygiene, mise en place and restaurant readiness before, during and after service.</li><li>Support opening and closing procedures, accurate billing and upselling initiatives where appropriate.</li></ul> Requirements: <ul><li>Previous experience as a Waiter/Waitress or Senior Waiter/Waitress in luxury hotels, premium resorts, fine-dining restaurants or comparable upscale F&amp;B environments.</li><li>Strong knowledge of food and beverage service standards.</li><li>Excellent communication skills and confident guest interaction.</li><li>Ability to make informed menu recommendations and handle dietary requirements.</li><li>Professional grooming, attention to detail and a guest-focused attitude.</li><li>Ability to remain composed during busy service periods and work effectively with a team.</li><li>Flexibility to work six days per week, rotational shifts and split shifts where required.</li><li>Comfortable with prolonged standing and outdoor or beachfront operations when required.</li></ul>

Responsibilities: Customer Experience Strategy &amp; Governance: <ul><li>Develop, implement and continuously evolve the Companys Customer Experience strategy, roadmap, service standards and priorities in alignment with overall business objectives.</li><li>Establish the Customer Experience governance framework and ensure clear accountability for customer experience performance across relevant functions.</li><li>Represent the Voice of the Customer within the organization and ensure customer insights are considered in strategic, commercial, product and operational decisions.</li><li>Establish cross-functional governance for significant customer-impacting issues, ensuring root causes, corrective actions, responsible owners and deadlines are defined and tracked through to closure.</li><li>Collaborate with Commercial, Marketing, Product, Technology, Network, Finance, Regulatory, Legal and other departments to deliver a consistent and seamless end-to-end customer experience.</li></ul>&nbsp;Customer Support Operations: <ul><li>Lead the Customer Support Operations function and ensure effective management of internal and outsourced customer support operations.</li><li>Ensure customers receive timely, consistent and high-quality support across all relevant customer service channels and touchpoints.</li><li>Define and monitor operational KPIs and SLAs, including service levels, response and resolution times, First Contact Resolution, productivity and other relevant customer support indicators.</li><li>Continuously optimize customer support processes to improve efficiency, reduce customer effort, improve service quality and control operating costs.</li><li>Oversee internal and outsourced inbound and outbound customer support operations and ensure third-party partners meet agreed service levels, productivity, quality and customer experience standards.</li><li>Define workforce dimensioning, capacity planning and resource allocation requirements for internal and outsourced operations based on customer demand, contact volumes and business requirements.</li><li>Establish and oversee effective escalation processes for complex, sensitive or unresolved customer issues, ensuring clear ownership and timely resolution.</li><li>Ensure appropriate business continuity and customer-support procedures are in place for network incidents, system outages, major campaigns, unexpected increases in customer demand and other high-impact events.</li><li>Assess and recommend technologies, systems, automation and self-service solutions that improve customer experience, operational efficiency and cost-to-serve.</li><li>Define the Customer Experience organizational structure and resource requirements, and oversee recruitment priorities, performance management, employee development and succession planning.</li></ul> Quality Assurance &amp; Continuous Improvement: <ul><li>Lead a structured Continuous Improvement program across customer-facing operations using customer feedback, operational data, quality findings and root-cause analysis.</li><li>Own the Customer Experience Quality Assurance framework, including quality standards, interaction audits, mystery evaluations, calibration, quality scorecards and corrective-action mechanisms across internal and outsourced operations.</li><li>Analyze customer complaints, repeat contacts, escalations, quality findings and operational data to identify recurring issues and root causes, and drive cross-functional corrective and preventive actions through to implementation.</li><li>Identify opportunities to reduce avoidable and repeat customer contacts through process simplification, automation, self-service, improved communication and permanent resolution of root causes.</li><li>Track Continuous Improvement initiatives and measure their impact on customer satisfaction, service quality, operational efficiency, contact reduction and other relevant business outcomes.</li><li>Lead end-to-end customer journey reviews and service-design initiatives to identify pain points, reduce customer effort, improve First Contact Resolution and enhance the experience across physical, assisted and digital touchpoints.</li></ul> Training, Knowledge &amp; Capability Development: <ul><li>Oversee the Customer Experience Training function and establish a structured capability-development framework covering onboarding, product and service knowledge, systems, processes, customer handling, soft skills, coaching and refresher training.</li><li>Ensure Training Needs Analysis is driven by quality results, customer feedback, operational performance and identified competency gaps, and measure the effectiveness of training interventions.</li><li>Establish and maintain effective Knowledge Management practices, including customer-care SOPs, scripts, FAQs, knowledge articles and operational guidelines, ensuring frontline teams receive accurate and timely information.</li><li>Promote a culture of customer focus, continuous learning and high performance through coaching, recognition and employee-development initiatives.</li></ul> Customer Analytics, Voice of Customer &amp; Insights: <ul><li>Lead the Customer Analytics function and ensure customer and operational data is converted into actionable insights for Customer Experience and the wider business.</li><li>Establish CX dashboards and reporting covering customer behaviour, contact drivers, complaints, repeat contacts, service performance, quality, satisfaction, retention/churn indicators and emerging customer trends.</li><li>Own the Voice of Customer and CX measurement framework, including NPS, CSAT, First Contact Resolution and other relevant customer experience indicators, establishing targets and monitoring performance against them.</li><li>Use surveys, complaints, customer interactions, research and other feedback channels to identify customer needs, expectations, pain points and emerging trends, ensuring insights are translated into clearly defined improvement actions.</li><li>Utilize customer segmentation based on relevant behaviors, preferences, value, demographics and usage patterns to support customer experience initiatives, service prioritization and relevant business campaigns.</li></ul> Product, Process &amp; Operational Readiness: <ul><li>Ensure Customer Experience is appropriately involved in the development and implementation of new products, services, campaigns, processes and customer-impacting system changes, with customer experience risks identified before implementation.</li><li>Establish operational-readiness requirements for major launches and changes, including capacity, processes, systems, training, knowledge materials, customer communication and escalation procedures, and monitor customer impact following implementation.</li></ul> Performance, Compliance &amp; Financial Management: <ul><li>Provide senior management with regular reporting on Customer Experience performance, customer trends, key risks, operational performance, Continuous Improvement initiatives and areas requiring management attention.</li><li>Ensure Customer Experience operations comply with applicable regulatory requirements, company policies, data protection requirements and industry standards in coordination with Regulatory, Legal and other relevant functions.</li><li>Develop and manage the Customer Experience operating budget and monitor operating costs, productivity and cost-to-serve, identifying opportunities to improve efficiency without negatively impacting customer experience.</li><li>Manage key Customer Experience vendors and partners, ensuring contractual commitments, SLAs, costs, quality standards and performance expectations are effectively monitored and managed.</li></ul>&nbsp;Requirements: <ul><li>Bachelor’s Degree in Business Administration, Communications, Marketing, or a related field,</li><li>A Master’s degree or professional certification (e.g., CCXP - Certified</li><li>Customer Experience Professional) is highly preferred.</li></ul>

Role Overview:&nbsp; <ul><li>The Regional Sales Manager will be responsible for driving business development to achieve the sales objectives across the assigned countries in the region through effective distributor network, user demand generation. </li><li>The role includes building and developing a high-performing local team and ensuring operational excellence to meet business objectives.</li></ul> Responsibilities:&nbsp; Sales Management, Business Development to drive differential growth:&nbsp; <ul><li>Achieve overall regional sales targets while ensuring growth of focused products and implementing initiatives to gain market share.</li></ul>&nbsp;Drive Business Development to generate demand from users: <ul><li>Co-create and execute plans for business development initiatives through demand generation modules for key products.</li><li>Driving Field Marketing and User connect through laid down modules- ensuring consistency and reviewing for impact.</li></ul>&nbsp;Competition Fighting &amp; Counteraction: <ul><li>Assess competition in our key categories and implementing strategies to counter them with requisite plans</li></ul>&nbsp;Pricing Management &amp; Margin Delivery: <ul><li>Achieve targeted margin for focused products through mix improvement and implementing requisite pricing actions</li></ul>&nbsp;Distributor/Importer Management: <ul><li>Develop suitable distributors for business delivery and manage relationships while conducting appropriate performance reviews.</li></ul>&nbsp;Drive Commercial Hygiene: <ul><li>Manage receivables to ensure timely collections while minimizing financial exposure through appropriate payment terms.</li></ul>&nbsp;People Management: <ul><li>Recruit the right talent for identified roles.</li><li>Provide training, development &amp; conduct high quality of review based on the set business objectives&nbsp;</li></ul> Requirements: Qualifications &amp; Experience:&nbsp; <ul><li>Education: Bachelor’s degree in business, MBA Preferred.</li><li>Experience: 10-12 years in Sales &amp; business development roles, including 3-4 years in regional management.</li><li>Languages: English</li></ul>&nbsp;Required Skillsets:&nbsp; <ul><li>Can Do Will Do and Drive Initiatives independently with a set of team members.</li><li>Strong Commercial &amp; Analytical</li><li>Entrepreneurial mindset with ability to spot opportunities and convert them to Business Initiatives.</li><li>Ability to lead teams &amp; set higher benchmarks</li></ul>&nbsp;

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125 financial and accounting Jobs found

Senior Manager - IT Procurement Category

RCSA & Internal Control Analyst

Software Engineer

Senior Team Lead

Senior Manager – Technology Transformation

Finance Analyst

Finance Analyst III (Plant Operations)

Waiter/Waitress and Senior Waiter/Waitress

Customer Experience Director

Regional Manager

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125 financial and accounting Jobs found

Senior Manager - IT Procurement Category

RCSA & Internal Control Analyst

Software Engineer

Senior Team Lead

Senior Manager – Technology Transformation

Finance Analyst

Finance Analyst III (Plant Operations)

Waiter/Waitress and Senior Waiter/Waitress

Customer Experience Director

Regional Manager

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WhiteCrow
WhiteCrow is on a mission to connect companies with the best talent across the globe.