Company: Yas

Job Title: Customer Support, Performance & Quality Manager

CORE RESPONSIBILITIES

• Lead the governance, auditing, and continuous enhancement of back-office operations to ensure compliance, accuracy, and operational excellence.
• Champion customer-centric operational practices by identifying service gaps, improving process outcomes, and ensuring back-office activities consistently support superior customer experiences.
• Oversee capability development across operational touchpoints through targeted system training, knowledge management, and the implementation of best-practice process standards.
• Provide strategic oversight of operational performance by monitoring KPIs, SLAs, and service quality metrics, while driving timely interventions to achieve business objectives.
• Ensure effective management of regulatory complaints, escalations, and compliance obligations through robust governance, stakeholder engagement, and adherence to regulatory timelines.
• Lead change management and operational readiness activities for new systems, products, policies, and regulatory requirements, ensuring seamless adoption across the organization.

QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree in Business Administration, IT/ICT/Computer Science, Operations Management, or a related field.
• 5 years’ experience in back office operations, quality assurance, or a performance monitoring role.
• Professional certification in Quality Management is an added advantage.

COMPETENCIES

• Communicates clearly and concisely.
• Proactively identifies root causes of operational issues.
• Experience with CRM platforms, case management systems or workflow management tools.
• Familiarity with data analysis tools and techniques to interpret operational metrics and trends.

• Lead the governance, auditing, and continuous enhancement of back-office operations to ensure compliance, accuracy, and operational excellence.
• Champion customer-centric operational practices by identifying service gaps, improving process outcomes, and ensuring back-office activities consistently support superior customer experiences.
• Oversee capability development across operational touchpoints through targeted system training, knowledge management, and the implementation of best-practice process standards.
• Provide strategic oversight of operational performance by monitoring KPIs, SLAs, and service quality metrics, while driving timely interventions to achieve business objectives.
• Ensure effective management of regulatory complaints, escalations, and compliance obligations through robust governance, stakeholder engagement, and adherence to regulatory timelines.
• Lead change management and operational readiness activities for new systems, products, policies, and regulatory requirements, ensuring seamless adoption across the organization.

• Communicates clearly and concisely.
• Proactively identifies root causes of operational issues.
• Experience with CRM platforms, case management systems or workflow management tools.
• Familiarity with data analysis tools and techniques to interpret operational metrics and trends.

• Bachelor’s degree in Business Administration, IT/ICT/Computer Science, Operations Management, or a related field.
• 5 years’ experience in back office operations, quality assurance, or a performance monitoring role.
• Professional certification in Quality Management is an added advantage.