IT QoS & UX Team Manager

• Manage and lead the IT QoS & UX team.
• Monitoring the quality level of the team performance from quality assurance perspective and identify areas of improvement to minimize the gaps.
• Responsible for providing periodic reports and analyze both team and individual performance.
• Responsible on working on new initiatives to improve the customer experience across the organization.
• Responsible on performing different interlocks with different teams to highlight areas of improvement.
• Ensure that operational processes are efficiently followed and communicated across different support levels to control the end to end customer experience.
• Identify areas of improvement to enhance the efficiency of current or future processes.
• Work on creating new processes to provide quality assurance for different activities and tasks.
• Responsible for introducing and implementing new processes to increase customer satisfaction and focus on user experience .
• Drive initiatives to improve quality for communication with users and different support levels.
• Define clear goals, objectives and career development plans to all team members, and follow up to ensure that they are successfully carried out.

• The capability to manage and supervise different disciplinary people.
• Strong Sense and experience of customer service.
• Creative Thinking.
• Ability to balance between business and user benefits/views.
• Excellent negotiation skills and customer service skills.
• Excellent presentation skills.

• University degree with IT background.
• Minimum 7 years operational experience, preferably in IT operations.
• 3 years experience in project management and analytical position is a plus .

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