Operations Support Manager

About the Role

As part of the CISI team, the Operations Support Manager will work closely with key stakeholders, including the Financial Academy, to identify opportunities for improvement and service development. The role requires a customer-centric approach, with exceptional communication and interpersonal skills.

The CISI is a not-for-profit organization that represents 52,000 members globally, and this role is an opportunity to be part of a team that is making a significant impact on the financial industry.

What You Will Do

• Support and coordinate end-to-end operational experiences for candidates sitting examinations through the Financial Academy
• Maintain and strengthen relationships with key stakeholders, including the Financial Academy and CISI operations team
• Provide exceptional service and support to partners and members, ensuring all aspects of the customer experience are seamless
• Collaborate with internal teams to deliver high-quality customer experiences
• Create and identify opportunities for improvements and service development
• Engage regularly with members and stakeholders at events
• Analyze business processes and customer journeys to identify areas for improvement
• Develop and implement process improvements to enhance customer experiences
• Work closely with the CISI operations team to ensure alignment and consistency in service delivery
• Provide regular updates and reports on operational performance and customer feedback

What We Are Looking For

• Customer-centric approach with excellent communication and interpersonal skills
• Strong organizational skills and resilience
• Attention to detail and problem-solving skills
• Pro-active and positive attitude
• Ability to work independently and as part of a high-performing team
• Previous experience in an operations or customer service role
• Project management experience
• Familiarity with analysis of business processes and customer journeys (desirable)
• Arabic language skills are essential
• Commitment to integrity and ethical conduct

Nice to Have

• Experience working in the financial industry or a related field
• Knowledge of exam management systems and processes
• Familiarity with quality assurance and compliance frameworks
• Certification in a related field, such as project management or customer service

Benefits and Perks

• Opportunity to work with a reputable organization in the financial industry
• Collaborative and dynamic work environment
• Professional development opportunities, including training and certification programs
• Competitive compensation package (details to be discussed)
• Remote work stipend and equipment provided
• Health insurance and other benefits (details to be discussed)
• Paid time off and holidays
• Opportunity to work with a high-performing team and make a significant impact on the financial industry

• Tip: Make sure to highlight your customer-centric approach and excellent communication skills in your application, as these are essential for this role.
• To stand out, emphasize your experience working in operations or customer service, and provide specific examples of process improvements you have implemented in previous roles.
• Be prepared to discuss your analytical skills and ability to identify areas for improvement in business processes and customer journeys.
• When negotiating salary, consider the cost of living in Riyadh and the industry standards for operations support roles.
• Be aware of the importance of integrity and ethical conduct in this role, and be prepared to discuss your approach to upholding these standards.
• Red flag: If the company is not transparent about the compensation package or benefits, this may be a sign of a lack of integrity or poor company culture.