Introduction

As the implementation phase of Buna, formerly known as the Arab Regional Payment System (ARPS), project picks up momentum, we are looking for a responsible Business Operations Specialist to join our founding team. Duties of the Business Operations Specialist include managing and optimizing the day-to-day activities of Buna by developing and implementing proper policies, initiatives and procedures. Further, they are responsible for managing participants, FHIs and Central Banks’ accounts, and for analyzing performance to ensure participants’ satisfaction and efficient operations. This position will report to Chief of Business Services. In this context, the following sections detail the main qualifications, skills and responsibilities related to this position:

Job Responsibilities

Operational Management

• Liaise between different internal Buna divisions as well as between participants and BUNA internal teams to achieve efficient system operation
• Support in developing overall business operations and business continuity strategies
• Monitor and manage the day-to-day business use of the system for optimum efficiency
• Present reports and updates to Buna head of business operations, as needed

Progress & Process Management

• Develop standards, policies and procedures for business operations and follow-up on divisions and participants’ compliance
• Design and develop project plans and budgets to implement new policies, programs, initiatives, and processes to enhance operational efficiency
• Consult and/or collaborate with other internal/external staff, and/or consultants to successfully implement new or revised policies, programs, and procedures

Quality Assurance & Performance Management

• Conduct performance evaluation and generate KPI reports
• Determine trends and variances, and identify inefficiencies and potential enhancement areas
• Track and analyse important reports such as budgets, operation activity, and division metrics
• Establish and implement short- and long-term goals to ensure projects are successfully completed in a timely and cost-effective manner and meet requirements

Participants/FHIs Management & Customer Support

• Manage participants accounts, funds and liquidity requirements
• Manage Buna accounts at FHIs/ Central Banks
• Support Buna users and customers in day-to-day operational queries
• Implement customer satisfaction improvement initiatives

Qualifications and Skills

Experience & Education

• 5+ years of relevant experience
• Prior experience in financial services and/or banking sectors
• Bachelor’s degree from a reputable university preferably in business administration, operations management or a similar field

Skills

• Knowledge of project planning and management, policy and procedure development and documentation, and customer service
• Excellent communication skills (oral and written) with ability to effectively communicate by telephone, face to face, email and written
• Proficient in Microsoft Office (Outlook, Word, Excel and PowerPoint)
• Excellent organization and time management skills, and ability to work on own initiative, accurately to tight deadlines, and to prioritize between conflicting demands
• Ability to handle multiple tasks with tight deadlines simultaneously
• Effective team player and excellent relationship building skills with ability to demonstrate a high level of discretion and positive attitude with all internal and external stakeholders
• Strategic planning, analytical thinking & problem-solving skills, in addition to change management experience
• Experience of customer service and leadership skills
• Ability to maintain the highest level of confidential/sensitive information and professionalism
• Flexibility and readiness to work beyond regular working hours and as required

Languages

• Fluent in English and Arabic
• Knowledge of French is a plus