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OTC Tower Lead

Date: 20-Mar-2021

Location: EG

Company: Majid Al Futtaim

Role Purpose:

The position is mainly responsible for Managing the OTC process, ensuring service level agreements are met. Responsible for managing a team, ensuring team members deliver performance that meets or exceeds the required performance levels in terms of quality and efficiency, serves as a point of escalation for issues and drives issues to resolution, generates ideas for and participates in process improvement opportunities, Managing preparation of all statutory compliance documentation.

Role Details:

  • Managing the end to end OTC process including allocation of resources & workload, complete any requirements to meet business expectations, metrics and other responsibilities thereby enabling achievement of day-to-day deliverables.
  • Lead any process changes or new process implementation within the OTC function.
  • Oversee key processes related to OTC including compliance with Internal control requirements, including Regulatory & Tax compliance.
  • Enforce the implementation of internal controls, management directives, policies, and procedures pertaining to OTC process in scope.
  • Own and ensure process documentation, including standard operating procedures and training materials, are accurately maintained and readily available to the business.
  • Ensure that the master data maintenance and governance process for O2C is rigorous and adhered to.
  • Challenge practices, develop and implement new, increasingly efficient processes for the OTC area.
  • Resolve all business unit requests, questions and issues for OTC process in a timely and professional manner.
  • Work with all stakeholders to maintain high levels of service quality and efficiency for OTC process.
  • Continuously provide information to the senior management regarding KPIs, projects, initiatives, etc.
  • Lead the achievement of metrics and monitor and adherence to agreed targets specified for the OTC Team. Continuously monitor performance against objectives to ensure that identified metric targets are achieved.
  • Identify and communicate potential issues/risks and escalate to GS head of finance.
  • Drive resolution on escalated issues pertaining to service delivery.
  • Provide on the job training and guidance to OTC team members to optimize their performance, including monitoring workloads to ensure timely completion of activities and equal distribution of work among team members.