Full-time Service Management Specialist Jobs in Riyadh

About the Role

Motorola Solutions is looking for a specialized Service Delivery Manager to oversee the operational health and lifecycle support of customer systems. This vital role ensures consistent service delivery in line with contractual obligations, focusing on customer success and continuous quality improvement. The Service Delivery Manager acts as the primary interface between Motorola Solutions and its customers, fostering strong relationships and advocating for customer needs within the organization. This position is essential for managing and guiding specialized technical team leaders, including Incident Managers, Support and Operations teams, Upgrade and Deployment leads, KPI and Analytics Reporting leads, Drive Test leads, and Knowledge Transfer leads. The role is critical for the seamless operation of Mission Critical Push-to-Talk (MCPTT) applications and supports a 24/7 operational environment.

Key Tasks and Responsibilities

• Provide oversight of the operational health of customer systems from service delivery to lifecycle support.
• Ensure and manage internal and external resources for service delivery and maintain compliance with customer contractual obligations.
• Establish standard procedures to ensure consistent high service performance and monitor employee performance.
• Evaluate customer feedback to develop and implement quality improvement processes.
• Oversee the dedicated Upgrade and Deployment team responsible for implementing software patches, rollbacks, updates, and deployments across all lab and production systems.
• Guide the KPI and Analytics Reporting team to generate comprehensive system performance reports, Kodiak Analytic reports, and Drive Test reports to ensure service quality and compliance with Service Level Agreements (SLAs).
• Oversee the verification of change management, Wave mobile application acceptance testing, and drive test processes in coordination with third-party vendors.
• Manage the Knowledge Transfer lead to facilitate comprehensive user engagement, onboarding, fleet mapping, and ongoing customer training development.
• Collaborate closely with the Customer Success Manager (CSM), Incident Managers, and supporting functions (HR, Commercial, Procurement) to align strategic goals and ensure continuous service improvement.
• Facilitate customer success by adhering to global service delivery processes.
• Act as the key interface between Motorola Solutions and the customer.
• Lead the transition and transformation of project operations into managed services.
• Ensure that procedures and plans established for the customer align with organizational goals and are fully implemented to achieve service level objectives.
• Attend important meetings on behalf of the service delivery team or assign representatives.
• Provide recommendations for changes to technology or procedures for the customer.
• Prepare and present periodic reports to customer stakeholders.
• Analyze system performance and facilitate improvement recommendations.
• Propose new strategies to maintain or improve service delivery quality and reduce costs.
• Conduct regular research and attend seminars to learn improved service delivery procedures and processes.
• Collect data and information on customer satisfaction, inquiries, and complaints.
• Plan, manage, and execute customer meetings to present service delivery reports and improvements.
• Ensure permanent customer satisfaction and continuously collect data on customer satisfaction, inquiries, and complaints.
• Maintain a positive relationship with customers.
• Identify customer needs and ensure the service provider can meet them through an appropriate catalog of services.
• Act as a customer advocate within Motorola Solutions and represent Motorola Solutions to the customer.
• Support the customer in maximizing the benefits and outcomes of managed services.
• Conduct analysis of issues and problems.
• Lead escalation efforts across internal functional groups to resolve issues impacting service or customer business.
• Provide support regarding contractual obligations and SLAs.
• Educate service delivery team members on new plans and their impact on service delivery.
• Evaluate individual and team performance of team members.
• Organize and chair meetings with the service delivery team.
• Responsibility for training service delivery resources.
• Prepare and present reports on team performance and service delivery metrics.

Qualifications and Requirements

• Diploma or Degree in Engineering (Electrical) or a related discipline.
• ITIL v4 certification.
• High level of understanding of communication systems and IP networks.
• Minimum of 2 years of experience in project planning and transition to operations and maintenance phase.
• Minimum of 5 years of experience in managing a service delivery team, ideally with a focus on operations and maintenance.
• High-level experience in telecommunications or public safety.
• Excellent theoretical and practical problem-solving skills.
• Ability to work independently.
• Technical proficiency.
• The candidate will be subject to local Saudization requirements, which may require specific educational degrees related to the role to obtain a work permit.

Required Skills

• Communication Systems
• IP Networks
• Service Delivery Operations
• Customer Success
• Quality Improvement
• Change Management
• Performance Monitoring
• Reporting
• Analytics
• Knowledge Transfer
• User Engagement
• Training Development
• Cross-functional Collaboration
• Problem Solving
• Teamwork
• Planning
• Time Management
• Prioritization
• Multitasking
• Meeting Deadlines
• Customer Service
• Consulting
• Coordination
• ITIL v4
• Excellent communication skills (verbal, written, and presentation in both English and Arabic).
• Excellent customer service skills with a focus on complete customer satisfaction.
• Effective consulting and coordination skills.
• Good planning and time management skills.
• Ability to prioritize, multitask, and meet deadlines.
• Developed interpersonal and teamwork skills.

Additional Role Information

This role is a Service Delivery Manager position at Motorola Solutions Arabia, Inc., Saudi Branch, based in Riyadh, Saudi Arabia. The position requires 5-10 years of experience and is full-time. Travel may be required 25-50% of the time, with local transportation provided. This position is intended for experienced individuals.

About the Role

Oivan is seeking an experienced Operations Lead to join its team in Riyadh, Saudi Arabia. This role is responsible for overseeing daily operations, ensuring service delivery, maintaining platform reliability, and driving continuous improvement for the Sakani and Ejar platforms. The Operations Lead will focus on guaranteeing platform availability, achieving operational excellence, managing incidents, preparing for disaster recovery, and fostering collaboration across business, development, infrastructure, security, QA, and external vendor teams. Reporting to the IT Operations Manager or Head of Technology Operations, this full-time position requires a strategic thinker with proven experience in managing complex IT environments and a strong understanding of operational governance, service reliability, and platform operations.

Key Responsibilities

• Lead comprehensive operational support for the Sakani and Ejar platforms, ensuring continuous availability, stability, optimal performance, and reliability.
• Oversee the management and health of production and non-production environments.
• Monitor and report on key operational performance indicators (KPIs), Service Level Agreements (SLAs), and service health metrics.
• Drive and implement initiatives for continuous service improvement across all operational aspects.
• Lead and coordinate Major Incident Management activities for swift and effective resolution of critical issues.
• Manage incident escalations across Development, Infrastructure, Database, Security, and Vendor teams.
• Conduct Root Cause Analysis (RCA) for incidents and ensure implementation of corrective and preventative actions.
• Track recurring issues and champion the development of long-term solutions to enhance platform stability.
• Oversee production deployments, releases, and scheduled maintenance activities with minimal service disruption.
• Ensure operational readiness for all major releases, including reviews of implementation and rollback plans.
• Ensure strict compliance with established change management processes and governance standards.
• Collaborate with DevOps teams to enhance automation, improve reliability, and optimize operational efficiency.
• Ensure the maintenance and enhancement of monitoring, logging, alerting, and observability capabilities.
• Provide support for Kubernetes, cloud infrastructure, CI/CD pipelines, and general platform operations.
• Drive operational excellence through strategic implementation of automation and process optimization.
• Lead Disaster Recovery (DR) planning, testing, and execution activities to ensure business continuity.
• Ensure Recovery Time Objective (RTO) and Recovery Point Objective (RPO) targets are consistently met during DR events.
• Maintain up-to-date operational runbooks and recovery procedures.
• Coordinate periodic DR drills and readiness assessments.
• Act as the primary operational point of contact for business and technical stakeholders.
• Coordinate with internal teams, external vendors, and service providers to ensure seamless operations.
• Prepare and present operational reports, service reviews, and executive updates.
• Facilitate operational governance and service review meetings.
• Manage vendor performance against agreed SLAs, ensuring service quality and responsiveness.
• Coordinate operational activities with third-party providers and handle escalations.
• Monitor platform performance, utilization, and capacity trends to identify potential issues and optimization opportunities.
• Identify and address performance bottlenecks.
• Plan for future capacity requirements and scalability improvements.
• Ensure compliance with organizational policies, security standards, and regulatory requirements.
• Support security audits, risk assessments, and compliance initiatives.
• Track and actively mitigate operational risks.

Qualifications and Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a closely related field.
• A minimum of 8 years of progressive experience in IT Operations, Service Delivery, Infrastructure Management, or DevOps roles.
• A minimum of 3 years of experience in a leadership or management capacity.
• Proven experience managing large-scale enterprise platforms and critical business services.
• Demonstrated experience working effectively with cross-functional teams and managing relationships with external vendors.

Required Skills

• Operations Management
• Service Delivery
• Reliability Engineering
• Continuous Improvement Methodologies
• Incident Management
• Disaster Recovery Planning and Execution
• Cross-functional Collaboration
• Root Cause Analysis (RCA)
• Release Management
• Change Management
• DevOps Principles and Practices
• Automation Strategies
• Kubernetes
• Cloud Infrastructure Management
• CI/CD Pipeline Management
• Business Continuity Planning
• Stakeholder Management
• Vendor and Service Management
• Performance Management
• Capacity Planning
• Security Best Practices
• Risk Management
• Compliance Management

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia. The role involves close collaboration with various internal teams and external vendors.

• Prepare and submit weekly operations and development reports to senior management, ensuring accuracy and timeliness.
• Oversee the Employee of the Week recognition program by reviewing customer feedback and collaborating with the Internal Communications team.
• Manage team schedules and coordinate closely with the Workforce Management (WFM) team.
• Monitor team performance against quality scores and KPIs, driving continuous improvement.
• Attend Extensya meetings, tracking work progress and addressing open issues.
• Work with WFM on forecasting and staffing to maintain optimal coverage.
• Collaborate with Training and Quality teams to enhance team performance and service standards.
• Address staffing gaps through efficient replacement management.
• Ensure timely processing of financial transactions submitted by the team.
• Coordinate with the Marketing team regarding campaigns and promotional updates affecting customer service.
• Act as a primary contact with various internal teams including Operations Excellence, Quality, and Driver Care.
• Lead, coach, and develop supervisors and staff, fostering a culture of high performance.

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• Minimum of 5 years of customer service experience with at least 2 years in a managerial role.
• Experience in the food-tech, e-commerce, or delivery-app sectors is preferred.
• Strong leadership skills and an ability to motivate teams.
• Data-driven mindset experience in tracking KPIs and operational reports.
• Excellent communication skills in both Arabic and English.

About the Role

HCLTech is seeking a skilled Jira Service Management (JSM) ITSM Developer to join our team in Riyadh, Saudi Arabia. This full-time position is crucial for designing, configuring, and optimizing our enterprise Jira Service Management platform. The role involves building customized workflows across key ITSM areas, bridging the gap between customer-facing support teams and internal software development teams through robust automation, plugin integration, and data migration.

The ideal candidate will be responsible for enhancing user experience, ensuring seamless integration with development tools, and managing critical ITSM processes. This role requires a deep understanding of ITIL frameworks and hands-on experience with Jira Service Management functionalities and associated plugins.

Key Responsibilities

• Design and implement ITSM workflows for Incident Management (IM), Problem Management (PM), Change Management (CM), and Service Request Management.
• Define and implement multi-tier Service Level Agreement (SLA) policies, including response, resolution, and escalation times.
• Develop and manage queue strategies for L1/L2/L3 support teams, configuring SLA metrics aligned with business priorities.
• Configure enterprise integrations, including connecting monitoring tools for incident creation, email-to-ticket creation, and bidirectional Jira integration with development tools like GitHub and Bitbucket.
• Implement Single Sign-On (SSO) and SAML integrations with identity providers.
• Design and optimize the JSM customer portal, implementing Request Types and Forms using ProForma or similar tools.
• Enhance user experience within the JSM portal, potentially utilizing Refined for layout design, navigation, and branding.
• Configure integrations between JSM and Jira Software to facilitate seamless collaboration with development teams.
• Ensure traceability across Incident, Problem, and Change workflows, enabling visibility between development and support processes.
• Integrate Jira Service Management with Confluence, configuring the knowledge article lifecycle (Draft, Review, Publish) and managing portal KB visibility and suggestions.
• Execute data migration using methods such as CSV, CMJ, and REST APIs, including data mapping, transformation, validation, and reconciliation.
• Handle historical data migration in accordance with compliance needs.
• Configure and manage permission schemes, notification schemes, issue security schemes, project configurations, and user/role management across service projects.

Qualifications and Requirements

• Strong experience as a Jira Service Management (JSM) Developer or Administrator.
• Deep understanding of ITIL processes, including Incident, Problem, Change, Request, Asset, and Knowledge Management.
• Proven experience in setting up advanced, multi-tier SLAs and managing Assets for CMDB-like modeling.
• Experience with data migration tools such as CSV imports, Site Import, Configuration Manager for Jira, or REST APIs.
• Strong integration knowledge, including Webhooks, REST APIs, and automation rules, to connect cross-project dependencies.
• Proficiency in configuring and managing permission schemes, notification schemes, issue security schemes, project configurations, and user/role management within service projects.
• Excellent communication, leadership, teamwork, and problem-solving skills.

Technical Skills

• Jira Service Management (JSM) platform development and administration.
• ITIL processes: Incident Management, Problem Management, Change Management, Request Management, Asset Management, Knowledge Management.
• ScriptRunner: Groovy scripting, custom listeners, automation extensions.
• Refined: Portal layout design, navigation, branding.
• Multi-tier SLA policies and Queue management.
• Enterprise integration: Monitoring tools, email, Jira, development tools (GitHub, Bitbucket), identity providers (SSO, SAML).
• UI and Plugin Enhancement: JSM customer portal, Request Types and Forms (ProForma/Forms).
• DevOps & Internal Linking: Jira Software integration, traceability across ITSM processes.
• Knowledge Management Integration: Confluence integration, knowledge article lifecycle management.
• Data Migration: CSV, CMJ, REST APIs, data mapping, transformation, validation, reconciliation.
• Configuration Management: Permission schemes, notification schemes, issue security schemes, project configurations, user and role management.
• Automation rules and Webhooks.

Work Environment and Details

This is a full-time position for a Jira ITSM Developer based in Riyadh, Saudi Arabia. The role requires 2-5 years of relevant experience.

About the Role

Foodsmith is seeking a dedicated Assistant Manager for its Bakery section in Riyadh, Saudi Arabia. This full-time position reports to the Bakery Project Manager and is integral to the efficient operation of the bakery. The Assistant Manager will oversee daily operations, ensure product quality, manage inventory, and lead the bakery team to meet production and sales targets. This role supports the Bakery Manager in maintaining high standards of quality, safety, and efficiency, contributing to the overall profitability of the bakery.

Key Responsibilities

• Promote and act in a manner consistent with the mission of Foodsmith.
• Assist the Manager in overseeing daily bakery operations, supervising staff, and coordinating production levels.
• Oversee and participate in the daily production of breads, pastries, cakes, and other baked goods, ensuring consistency and adherence to recipes.
• Manage inventory, track ingredient levels, place orders for supplies, and review supplier documentation to prevent shortages.
• Collaborate with the Head Baker and management to develop new menus and create recipes based on market trends, customer feedback, and ingredient availability.
• Ensure compliance with food safety protocols, sanitization standards, and quality control of baked goods, including maintaining temperature logs and personal hygiene standards.
• Train new hires, manage staff schedules, and address employee performance issues.
• Handle customer inquiries, manage special orders, and resolve complaints effectively.
• Track production data, update schedules, and prepare reports for the Manager.
• Assist in achieving sales targets by analyzing trends, tracking inventory, and implementing promotions.
• Ensure operational efficiency, quality, and safety compliance through effective staff training and oversight.

Qualifications and Requirements

• A minimum of 2 years of prior experience in a bakery, café, or food service environment is essential.
• Proven ability to lead or supervise a team effectively.
• Previous experience in E-commerce is highly advantageous.
• Fluency in English is a mandatory requirement.
• A valid Saudi Driving License is required.
• Familiarity with health, safety, and sanitation regulations is necessary.
• Strong organizational and time-management skills are needed to handle fast-paced environments.
• Basic communication skills, the ability to multitask, and a proactive, professional demeanor are expected.
• Must be punctual and trustworthy.
• Must be able to work effectively under pressure.

Required Skills

• Inventory Management
• Production Scheduling
• Staff Training
• Quality Control
• Food Safety Compliance
• Order Management
• Customer Inquiry Handling
• Sales Target Achievement
• Team Leadership
• E-commerce understanding
• Proficiency with POS systems, inventory software, and scheduling tools.
• Proficiency in MS Excel and MS Word.
• General Computer Skills.

Work Environment and Details

This is a full-time position based in Riyadh, Saudi Arabia. The role involves working within the Bakery section of Foodsmith, reporting directly to the Bakery Project Manager. The position requires a commitment to maintaining high standards in a dynamic food service environment.

• Developing and managing office infrastructure and administrative systems.
• Overseeing local legislative compliance and operational management.
• Providing high-level administrative support to Partners.

• Manage office operations, supplier relationships, and service contracts.
• Support P&C activities including recruitment and onboarding.
• Monitor office budgets and operational efficiency.

• Excellent communication skills.
• Strong organizational abilities and attention to detail.
• A proactive, professional, and client-focused approach.

About the Role

Remat Al-Riyadh Development Co. is seeking an experienced Manager for its Security Services department. This role is responsible for the comprehensive oversight of security operations, ensuring high standards of safety and security across all facilities. The position is full-time and based in Riyadh, Saudi Arabia.

Key Responsibilities

• Oversee and manage daily security operations, including the implementation and enforcement of access control procedures.
• Lead incident response protocols, ensuring swift and effective resolution of security breaches and emergencies.
• Conduct risk assessments and audits to identify potential security vulnerabilities and ensure compliance with safety and security standards.
• Manage, lead, and mentor security teams, providing training and performance monitoring.
• Coordinate with internal and external stakeholders, including contractors and government entities.
• Monitor key performance indicators (KPIs) related to security operations and incident management, implementing corrective actions for continuous improvement.
• Provide support for project activities throughout their lifecycle, including mobilization and commissioning, ensuring operational readiness from a security perspective.

Qualifications and Requirements

• A Bachelor's degree in Engineering, Quality and Safety, or a related field.
• A minimum of 8 years of experience in Project Management, PMO Methodologies, Data & Reporting, or other relevant fields.
• Proven experience in industrial security.
• Demonstrated expertise in operational risk management.
• Solid experience in general operations management.
• Proficiency in access control systems and procedures.
• Experience in incident response management.
• Skilled in conducting comprehensive risk assessments and audits.
• Knowledge of and adherence to safety and security standards.
• Experience in managing and leading teams.
• Ability to conduct training and monitor team performance.
• Strong stakeholder coordination skills.
• Experience in monitoring KPIs and implementing corrective actions.
• Familiarity with supporting project activities such as mobilization and commissioning.
• Experience with ensuring operational readiness.
• Knowledge of Project Management principles.
• Understanding of PMO Methodologies.
• Experience with Data & Reporting in a security context.

Required Skills

• Industrial Security
• Operational Risk Management
• Operations Management
• Access Control
• Incident Response
• Risk Assessments
• Auditing
• Safety Standards Compliance
• Security Standards Compliance
• Team Management
• Training and Development
• Performance Monitoring
• Stakeholder Coordination
• KPI Monitoring
• Corrective Actions Implementation
• Continuous Improvement
• Project Activities Support
• Mobilization
• Commissioning
• Operational Readiness
• Project Management
• PMO Methodologies
• Data & Reporting
• Fluency in English (written and spoken)
• Fluency in Arabic (written and spoken)

Work Environment and Experience

This is a full-time position based in Riyadh, Saudi Arabia. The role requires 5-10 years of experience in a relevant field, with a strong background in industrial security, operational risk management, and general operations.

About the Role

Supermicro® is a leader in advanced server, storage, and networking solutions, recognized as one of the fastest-growing companies among the top 50 tech companies in Silicon Valley. With unprecedented global expansion, the company is seeking an organized and proactive Office Manager to oversee daily operations in Riyadh, Saudi Arabia. This hands-on and essential role is the backbone of the Riyadh branch, ensuring a smooth, efficient, and welcoming work environment for local employees and teams. The position requires a blend of facilities management, local vendor coordination, and essential administrative support, with a strong understanding of Saudi corporate regulations and government relations.

This role is crucial for fostering a professional, organized, and collaborative office environment that aligns with Supermicro's values and the local business landscape. You will play an active role in supporting the company's growth and technological innovation in the global market.

Key Tasks and Responsibilities

• Oversee all office operations in Riyadh, including facilities management, maintenance, security, workspace setup, and vendor coordination to support a productive and professional work environment.
• Manage essential administrative functions such as reception, mail and package processing, office supplies, equipment management, and general office logistics.
• Support new employee onboarding and offboarding processes in collaboration with HR and regional leadership, including workspace preparation, access provisioning, IT coordination, and documentation.
• Build and manage strong relationships with local Saudi vendors and service providers for facilities, catering, transportation, IT support, and other essential services, ensuring high service standards.
• Coordinate internal and external meetings, client visits, training sessions, and company events held in Riyadh.
• Manage office budgets, track expenses accurately, process invoices, and provide regular operational reports to management.
• Ensure strict compliance with Saudi labor laws, health and safety standards, and company policies.
• Provide comprehensive administrative and executive support, including calendar management, travel arrangements, expense reporting, and acting as a liaison with the Europe, Middle East HQ and global teams.
• Contribute to fostering a positive, inclusive, and collaborative office culture that aligns with Supermicro's values and the local business environment.
• Handle confidential information with the utmost discretion and maintain organized physical and digital records.

Qualifications and Requirements

• Bachelor's degree in Business Administration, Office Management, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in office management or senior administrative roles, preferably within a multinational tech company or a fast-paced GCC region environment.
• Work experience in or with Saudi Arabia or the broader Middle East region is strongly preferred.
• Excellent organizational skills, ability to multitask, and problem-solving skills with a keen attention to detail.
• Proficiency in English (written and spoken). Arabic language skills are highly preferred for effective communication with local stakeholders, vendors, and authorities.
• Proficiency in Microsoft Office 365 and comfort with modern office management tools.
• A good understanding of Saudi labor law, Saudization requirements, and local business practices is a plus.
• Strong communication skills with the ability to collaborate effectively with diverse international teams and local partners.
• High integrity, professionalism, and confidentiality when handling sensitive information.
• Flexibility and adaptability; availability outside standard business hours may be expected for events or urgent matters.

Core Competencies

• Facilities Management
• Vendor Coordination
• Basic HR Support
• Saudi Corporate Regulations
• Government Relations
• Administrative Functions
• Office Logistics
• Employee Onboarding
• Employee Offboarding
• Budget Management
• Expense Tracking
• Invoice Processing
• Operational Reporting
• Saudi Labor Regulations
• Health and Safety Standards
• Company Policies
• Administrative Support
• Executive Support
• Calendar Management
• Travel Arrangements
• Expense Reporting
• Office Culture Development
• Handling Confidential Information
• Record Keeping
• Microsoft Office 365 Proficiency
• Modern Office Management Tools
• Knowledge of Saudi Labor Law
• Understanding of Saudization Requirements
• Familiarity with Local Business Practices
• Interpersonal Skills
• Problem-Solving Abilities
• Attention to Detail
• Multitasking Capability
• Organizational Skills
• Communication Skills

Work Environment and Location

This is a full-time role requiring presence in Riyadh, Saudi Arabia. The position demands flexibility and adaptability, with availability outside standard business hours potentially expected for events or urgent matters.

About the Role

Riyad Bank is seeking a Head of Cards Operation Section to lead and manage all aspects of credit and debit card operations. This role involves overseeing processing, fraud control, chargebacks, and card production to ensure consistent quality and decision-making aligned with the bank's policies and objectives. The Head of Cards Operation Section will be instrumental in formulating and implementing the bank's cards strategy, driving innovation, and ensuring operational excellence across all card products, including credit, debit, prepaid, and acquiring services. This position is based in Riyadh, Saudi Arabia, and offers a full-time opportunity.

Key Responsibilities

• Oversee credit and debit card operations, including processing, fraud control, chargebacks, and card production, ensuring quality and adherence to bank policies.
• Manage the entire cards function and operations, contributing to and leading the implementation of the cards strategy in line with the bank's vision and mission.
• Direct the formulation and evaluation of plans and projects for credit cards, debit cards, prepaid cards, and acquiring services.
• Ensure Cards Operations business adopts cutting-edge innovation and technology.
• Contribute to the development of divisional strategy and ensure its translation and alignment within the departmental strategy.
• Recommend improvements to departmental policy and direct the implementation of procedures and controls for all Credit Card and Debit Card Operations activities.
• Prepare and recommend the Cards Operations department budget, monitoring financial performance against budgets.
• Manage the day-to-day operations of the Cards Operations department, ensuring work processes are implemented as designed and comply with established policies and procedures.
• Ensure adherence to the credit policy and maintain consistent decisions within the credit decision area.
• Manage the performance of cards operations for processing, fraud, chargebacks, and card production to protect the bank and align with agreed-upon SLAs.
• Oversee coordination with retail banking for operational testing of new products in collaboration with external parties.
• Manage all card back-office operations, ensuring efficiency and adherence to pre-agreed standards.
• Ensure error-free processing for all types of transactions.
• Manage relationships with external parties such as MasterCard and Visa concerning disputes, chargebacks, authorization, fraud, and settlement.
• Ensure card operations comply with external parties' compliance rules and guidelines.
• Oversee the processing of card-related entries, including chargebacks, claims, and settlements, ensuring adherence to applicable regulations and bank policies.
• Ensure all card issues requiring immediate action are resolved in a timely manner.
• Closely monitor suspicious transactions and frauds, taking immediate action and escalating to relevant parties.
• Lead the development of cards production processes.
• Manage and enhance the credit card purge process and other operations aimed at cost reduction.
• Collaborate with support, MIS, and external vendors to enhance systems according to consumer finance requirements.
• Ensure effective collaboration with other functions on all business initiatives, new projects, and product launches.
• Assess the impact of changes on people, processes, and systems, and develop communication and awareness initiatives.
• Supervise the preparation of timely and accurate reports to meet Riyadh Bank and departmental requirements.
• Represent the function and actively contribute in various committees and meetings, both internal and external.
• Ensure all staff have clear objectives, regular performance feedback, formal annual appraisals, and individual development plans, with a focus on developing talented Saudi national staff.
• Facilitate the employment, training, and development of Saudi nationals within the organization.

Qualifications and Requirements

• Bachelor's degree in Finance or Business Administration.
• 6-8 years of relevant experience in credit card and consumer finance operations within financial institutions.
• A minimum of 3 years in positions of progressively increasing managerial responsibility.
• Advanced proficiency in English.

Technical Knowledge Areas

• Understanding of the bank's strategy, objectives, products, and services.
• Knowledge of the operations, products, and services of banks and financial institutions.
• Knowledge of the Kingdom of Saudi Arabia banking environment.
• Knowledge of SAMA regulations.
• In-depth knowledge of Credit Card Operations.
• Knowledge of Visa/MasterCard Regulations.
• Knowledge of Bank Credit Risk Policy Manual.
• Knowledge of Retail Banking data security policies and compliance.

Required Skills

• Credit Card Operations
• Debit Card Operations
• Fraud Control
• Chargebacks Management
• Card Production
• Strategy Development
• Policy and Procedure Implementation
• Budget Management
• Day-to-day Operations Management
• Relationship Management (External Parties)
• Change Management
• Reporting
• People Management
• Visa/MasterCard Regulations
• SAMA Regulations
• Bank Credit Risk Policy
• Retail Banking Data Security
• Communication
• Leadership

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia.

About the Role

Sawaid Recruitment is seeking a dedicated Customer Service Executive to join our team in Riyadh, Saudi Arabia. This full-time position is key to managing and nurturing relationships with our corporate clients, ensuring high-quality service delivery, and contributing to the company's growth. The ideal candidate will be skilled in handling client inquiries, resolving issues efficiently, and proactively identifying opportunities to improve client engagement.

This role requires a professional who will serve as a primary point of contact for our corporate clients, ensuring their needs are met with accuracy and efficiency. You will play a significant part in maintaining client satisfaction and fostering long-term partnerships.

Key Responsibilities

• Manage and follow up on all customer inquiries, requests, and service-related issues to ensure timely resolution.
• Provide accurate and professional information and support to both existing and potential corporate clients.
• Coordinate effectively with various internal departments to ensure the timely delivery of services and solutions to clients.
• Monitor, document, and resolve customer concerns, ensuring appropriate follow-up actions are taken.
• Actively build and maintain strong, positive relationships with corporate clients.
• Maintain and regularly update customer records and databases with accurate and current information.
• Support sales initiatives by identifying and generating new business leads.
• Develop and maintain a thorough understanding of Sawaid Recruitment's products and services to effectively assist clients.

Qualifications and Requirements

• Bachelor's degree or an equivalent educational qualification.
• A minimum of 2 to 5 years of experience in Corporate Customer Service, Account Management, or a similar B2B customer-facing role.
• Excellent communication and interpersonal skills, enabling effective interaction with diverse stakeholders.
• Strong customer service and relationship management abilities, with a proven track record of client satisfaction.
• Ability to manage multiple tasks and priorities effectively in a dynamic environment.
• Proven ability to work collaboratively and productively with cross-functional teams.
• Strong problem-solving skills and adept stakeholder management capabilities.
• Ability to perform effectively in a fast-paced and high-pressure work environment.

Required Skills

• Customer Service
• Account Management
• Communication
• Interpersonal Skills
• Relationship Management
• Task Management
• Teamwork
• Problem-solving
• Stakeholder Management

Work Environment and Location

This is a full-time position based in Riyadh, Saudi Arabia. The role involves working within a dynamic environment that requires effective collaboration and performance under pressure.