Managed Services - Outsourcing Operations Manager (Cairo)

We support the Kingdom’s largest and most complex organizations across all industries in delivering Enterprise Transformation with a clear mission to support our customers to grow better not just bigger but also on efficiency and not just effectiveness.​

The Outsource Operations Manager is responsible for managing the relationships and performance of external Outsource Candidates at customer side. This role involves coordinating with externa customers, ensuring service levels are met, and implementing strategies to optimize the efficiency and effectiveness of outsourced operations. The manager will work closely with internal & external teams to align outsourced services with the company's objectives and standards.

Key Responsibilities

• Track and evaluate the performance of outsourcing process against agreed-upon Customer’s contract. Implement corrective actions as needed.
• Identify opportunities for process optimization and efficiency improvements in outsourced operations. Lead initiatives to enhance outsource candidate handling and operational effectiveness.
• Assess and mitigate risks associated with outsourcing activities. Develop contingency plans to address potential disruptions in outsourced services.
• Manage resources in the technical field joining date, orientation, monthly Attendance timesheets, WCR work completion report Delivery Notes and invoices. • Outsourced and freelancers’ salaries and monthly reports in coordination with Operations , Finance & Collection Teams. • Communicating with Customer’s Procurement Team to help them understand contract details and agreed on invoicing & payment terms, and answering any questions they may have. • Negotiating contracts with Customers to ensure fair payment terms and conditions. • Coordinating with human resources department to hire new staff members or terminate existing employees as needed (participate in resources offer letters, onboarding and exit processes). Also (Delivery Time, Working Hours, Annual Leave and Holidays Terms, Replacement Terms, Termination Terms)

Generate regular reports on the status, performance, and outcomes of outsourced customer Contracts, presenting findings to senior management and stakeholders.

Develop and manage the budget for outsourcing operations, ensuring cost-effectiveness and adherence to financial constraints.

• The ability to successfully work across cross-functional teams
• A positive work ethic and commitment to achieve the best possible outcomes
• Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner
• Ability to assess the “big picture” and draw connections between inputs and outputs
• Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations

Required Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Supply Chain Management, or a related field.
• Proven experience in managing outsourced operations, or supply chain management.
• Strong understanding of outsourcing strategies, processes, and best practices.
• Excellent analytical and problem-solving skills.
• Strong negotiation and contract management skills.
• Proficiency in project management and the ability to manage multiple tasks simultaneously.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner
• Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner
• Excellent communication skills; listening, verbal and written