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Title:  Governance Manager Job

Description: 

Job Title:

Governance Manager

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Job Category:

Mid-senior

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Department/Group:

-

Job Code/ Req#:

-

 

Location:

Riyadh, Saudi Arabia

Position Type:

Full-Time

 

Job Description                                         

The CX Governance Manager is responsible for overseeing the development, implementation and adherence to CX policies and standards. The role manages internal Service Owner relationships and external Service Provider and Regulator relationships, ensuring the organization  and its partners comply with CX policies and standards.

Role and Responsibilities

  • Oversees development and implementation of  CX policies, standards and guidelines.
  • Ensures co-design of CX policies and standards with Service Owners, Providers, Regulators and customers, ensuring a participatory co-design process to ensure policies and standards achieve desired CX outcomes.
  • Maintains relationships with business units leaders/Service Owners, acting as key point of contact for CX policy and standards queries and escalations.
  • Maintains relationships with external Service Providers, Regulators, communities and customers, acting as key point of contact fr CX policy and standards queries and escalations.
  •  Provides input to training curriculum and change management activities to ensure adherence to CX policies and standards.
  • Maintain governance framework and design new enhancement to enhance processes, standers and policies.

Qualifications and Education Requirements

  • Bachelor's degree in business or related field.
  • 5 years of relevant work experience.

Preferred Skills

  • Proven success in the risk management and compliance fields.
  • Fluency in industry practices and professional standards.
  • Exceptional written and verbal communication skills.
  • Track record of integrity and commitment to professional ethics.
  • Strong business acumen.
  • Good understanding of CX principles and concepts.
  • Excellent collaborative teamwork skills.
  • Attention to detail and strategic thinking style.
  • Hands-on , Strong problem-solving skills and ability to make quick decisions in complex environments.
  • Willingness to roll up your sleeves to dig up the evidence you need to make compelling arguments.
  •  Ability to collaborate with different stakeholders and exercise employee and customer empathy Extensive experience leading risk and compliance teams and strategies.
     
  • Strong leadership, communication and relationship-building skills, including experience effectively communicating with senior management.
  • Ability to provide senior leadership with support in a fast-paced, high-pressure environment.
  • Ability to resolve complaints by communicating with other departments or lines of business.
  • Great understanding of governance and risk management principles, requirements and concepts.
  • Strong decision making and abilities.
  • Strong time management and organisational skills.
  • Strong operational and analytical abilities.
  • Strong track record of recruiting, developing and retaining a high performing team.
  • Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
  • Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
  • Exceptionally strong leadership, communication and relationship-building skills, including experience effectively communicating with senior management.
  • Excellent attention to detail.
  • Excellent interpersonal, networking and verbal and written communications skills.


Job Segment: Risk Management, Manager, Change Management, Finance, Management

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