Operation Manager📣 Job Ad

About Saudi Azm

Saudi Azm (عزم السعودية) is seeking an Operation Manager to join its team in Riyadh, Saudi Arabia. This full-time role is critical for overseeing the efficient delivery of beneficiary services and ensuring operational excellence within the organization.

The Role of Operations Manager

The Operations Manager is responsible for the day-to-day performance of the beneficiary service operation. This includes ensuring that all requests are handled promptly, tickets are closed within established Service Level Agreements (SLAs), and issues are accurately classified and routed. The role is accountable for maintaining the quality and consistency of the team's operational output.

Core Responsibilities

• Own overall performance against beneficiary service standards, including response speed, SLA closure rate, and accuracy of request classification and prioritization.
• Supervise and quality-check the classification and handling of incoming beneficiary tickets, ensuring consistent application of team criteria.
• Review recurring ticket patterns and implement team recommendations to improve classification criteria and operational processes.
• Oversee the production of periodic operational reports on SLA performance and ticket trends, and present these in relevant meetings.
• Maintain and approve the team's core operational documents, including SLA definitions, the escalation matrix, and standard operating procedures.
• Coordinate with the development team on technical and integration issues affecting beneficiaries, ensuring follow-through to resolution.
• Represent the Operations team in cross-functional and external meetings, and manage relationships with other departments involved in escalations.

Team Leadership and Process Improvement

This position involves developing junior team members and interns, including acting as or assigning a training partner for AZEM placements, with regular supervision and feedback. The Operations Manager will also identify opportunities for continuous improvement and automation in ticket handling and reporting workflows, contributing to enhanced operational efficiency.

Required Experience

Candidates for the Operation Manager position should possess 5-10 years of relevant experience in operations management. A proven track record in managing service delivery operations, ensuring SLA adherence, and driving process improvements is essential for this role.

Location and Employment Type

This is a full-time position based in Riyadh, Saudi Arabia. The role requires a dedicated professional capable of overseeing daily operations and contributing to strategic improvements within a dynamic environment.