Job Purpose

We are looking for a digital operations & user engagement senior manager to help Misk Hub control, manage and coordinate our clients & user engagement process to lead the management of digital ser-vices operations with our key clients and to add value and contribute to expanding the reach of Misk Programs to beneficiaries.

Responsibilities

The responsibilities of the Sr. Operations Manager include, but are not limited to:

1. Strategy and Budgeting

• Support the development and execution of the digital operations & user engagement strategy by translating the target outcomes into a coherent plan
• Supports the development of a project budget
• Monitors the performance of his/her projects against budgets so that areas of unsatisfactory results are identified and rectified promptly, and potential results improvement opportunities are capitalised upon
• Develop and update the Hub’s user engagement strategy
• Develop and improve the Hub’s digital operations
• Continuously monitor, deliver and report on the engagement KPIs
• Manage the execution of all user engagement initiatives and campaigns
• Managing the service desk operations
• Oversee all user engagement channels and activities
• Manage any and all stakeholders and agencies
• Amend the strategy and update execution plans based on data, reports and client / user feedback
• Manage and develop the team to ensure objectives are met and staff are supported
• Establish and maintain relationships with key internal stakeholders
• Ensure alignment on the strategy with the various stakeholders

2. Project design and execution

• Coordinates with the relevant stakeholders to define project opportunities
• Conducts the required research and collaborates with the partners and Coordinators in identifying the suitable logistics that will enable Misk to engage with external audiences.
• Prepares executable project plans
• Evaluates the projects and coordinates adjustments to the content, if and where needed
• Manages project execution and internal/external stakeholders to ensure successful completion of projects in line with timelines, budget, and quality standards
• Establishes workflows, critical milestones and detailed project execution plan and the development of the project budget and schedule
• Participates in risk identification, evaluation and development of mitigation plans as appropriate to ensure timely execution of projects
• Monitors and evaluates projects’ status, to ensure all on-site activities are carried out as per plan, budgets and within set time schedules
• Conducts the day-to-day project management activities to ensure that project schedules are maintained and budget any targets achieved
• Supports in removing any bottlenecks and escalates major roadblocks, where needed
• Manages the flow of information required from external stakeholders to assure the timely progress of the work
• Seeks final approval on completion certificates and forward the same for payments by finance, ensuring that all obligations are met as per the contract
• Ensures the availability of proper processes for effective communication both internally and externally to facilitate information sharing and alignment with project plans and goals

3. Collaborations

• Manages the identification and proposal of partnerships that can be formed
• Monitors the performance of the contractors/suppliers to ensure compliance with the agreed contractual terms and conditions
• Develops and maintains effective business relationships with all relevant internal functions and external entities attending to all critical issues in order to ensure the services required by the organization are delivered in the most effective and efficient manner

4. Marketing

• Works with the Marketing and Communications team in marketing all programs nationally and globally as relevant
• Identifies partners globally who can help in market the programs

5. Measuring and Reporting

• Sets KPIs in relation to participants, engagement, evaluation scores etc and in line with department’s OKRs
• Tracks KPIs to measure the project’s performance and impact
• Suggests ways to adapt programs to improve performance, where needed

6. Policies, Processes & Procedures

• Recommends improvements to policies and directs the implementation of procedures and controls covering all areas so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective output
• Contributes to the identification of opportunities for continuous improvement of systems, processes and practices

Performs other related duties or assignments as directed

Qualifications

• Education:
• Bachelor’s degree in business, Marketing, or Communication or any related field
• Master’s degree in a relevant field is preferable

• Language: High proficiency in English and Arabic (Written and spoken)
• Experience: 6 – 7 years of experience in digital-oriented environment