IDB2765 - Senior Manager, Organizational Performance Management

This role is responsible for conducting the KPI balanced scorecard cascading and conducting root-cause level operational analysis, in alignment with ITFC strategy. The Senior Manager collaborates closely across all ITFC teams in establishing and tracking ITFC’s performance metrics and key achievements. In addition, the role requires supporting the ITFC customer experience. 

Managerial Responsibilities:

• Managing the team reporting to this role by evaluating performance of team members, providing feedback on an ongoing basis, identifying development needs and coaching them to ensure ongoing capability development.
• Conducting trainings for the ITFC team on various aspects on which the role holder has subject matter expertise.

Core Responsibilities:

• Conducting the balanced scorecard strategy cascade and overseeing the alignment of organizational units’ scorecards with corporate scorecards.
• Design and cascade multi-tier KPI balanced scorecards and quarterly targets across HQ and Regional Hubs covering Complex, Departments and Divisions
• Challenging the organizational units’ scorecards and guiding in refining and updating them.
• To monitor and report progress towards achieving the strategic objectives, using the balanced scorecard framework on a monthly periodic basis and provide a detailed departmental assessment on a quarterly periodic basis
• Highlight areas of underperformance, conduct root-cause analysis and facilitate remedial action with cross-functional support
• Keeping the Office informed about any deviations in performance levels of departments/ divisions against the predefined targets by collecting information on implementation progress and providing regular reports
• Ensuring that the monthly report is delivered according to time schedule and in accurate manner.
• Providing quality assurance of the reports.
• Ensuring that report enhancement ideas and requests are processed and implemented.
• Conducting report enhancement activities.
• Managing all ad-hoc requests from other areas of ITFC or IsDB.
• Supporting and maintaining the client experience policy and process, along with the client satisfaction framework
• Managing client satisfaction online surveys, analysing and reporting results to management and recommending actions on how to improve the client satisfaction / journey.
• Updating the client experience map and initiate/coordinate the development of corresponding initiatives.
• Ensure automation of reports in line with best practice and in collaboration with the Digital and Operational Excellence Department

• Masters Degree in Business or Finance
• CPA, ACCA, CA, CMA, or CIMA added advantage

• English is compulsory
• Arabic or French is preferable

• Minimum 6 years of experience in business planning/corporate planning department or management consulting firms