استراتيجي ومدير أداء الخدمات

Purpose of Job Jobholders at this level are experienced professionals capable of conducting work with general directions. They are primarily concerned with developing solutions to challenges which require some analysis to understand and resolve, and addressing issues escalated from junior levels. They undertake complex operational activities including communicating GSTC's strategy, supporting in developing functional and operational plans, developing and communicating GSTC strategic and functional KPIs and targets, performing complex analysis of GSTC performance, coordinating complex projects, and implementing GSTC quality and excellence improvement initiatives. Job Responsibilities GSTC Strategic Planning • Update GSTC's strategy and define the strategic priorities, mission, vision, values and objectives based on internal and external assessment findings, requirements and objectives, board of directors' aspirations, and best practices • Communicate GSTC's updated strategy to internal functions to ensure alignment and awareness and to ease the development of functional and operational plans • Support GSTC functions during the development of functional and operational plans ensuring they are cascaded from GSTC strategy and provide necessary resources • Consolidate all functional and operational plans GSTC Performance Management • Develop GSTC performance management framework to ensure systematic and consistent implementation and monitoring • Develop and communicate GSTC strategic key performance indicators (KPIs) and targets to measure progress and effectiveness in achieving the set strategy • Translate GSTC strategic KPIs and targets into functional indicators for functions, branches and Committees • Track GSTC’s performance and analyze KPIs and SLAs to identify issues and deviations • Develop reports in coordination with internal functions highlighting performance, achieved results and deviations and recommend improvements to be implemented in the next planning cycle GSTC Project Management • Plan and coordinate GSTC projects in coordination with internal/ external stakeholders in line with set project management framework, guidelines, and processes • Assess risks, and recommend appropriate corrective actions and solutions • Develop reports highlighting projects’ progress, milestones, challenges, and lessons learned and recommend improvements/ corrective actions Organizational Excellence • Understand GSTC current activities and practices (i.e., policies, process flows, decision authorities, and operating model) by conducting workshops with key stakeholders and gathering required documents • Perform research to benchmark current GSTC activities and practices against best practices and industry trends • Identify current gaps and key challenges against target quality and excellence programs based on assessment and research results • Develop and prioritize GSTC quality and excellence improvement initiatives and related roadmaps to enhance internal quality and organizational excellence and minimize identified gaps, and coordinate implementation • Plan and conduct quality audits and report findings for corrective actions’ implementation Organization and Operations • Follow all relevant policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner • Help in solving escalated problems and provide needed support for junior team to ensure work is carried out in an efficient manner • Escalate complex problems to the relevant person to ensure cases/issues are closed properly • Perform other duties as requested People Management • Train junior staff on the different job activities to ensure transfer of know-how, when applicable • Provide clear direction, prioritize tasks, assign and delegate responsibility, and monitor the workflow of subordinates/ junior staff Education Bachelor’s degree in Business Administration, or equivalent is required Experience A minimum of 4 years of relevant experience Competencies Business Excellence - Proficient Strategy Execution - Advanced Professionalism - Proficient Corporate Performance Management - Advanced Data Analytics - Proficient Results Oriented - Proficient Quality Management - Proficient Strategic and Business Planning - Proficient Customer Focus - Proficient Collaboration and Communication - Proficient Enablement of Change and Innovation - Proficient