Customer Support, Performance & Quality Manager

Company: Yas
Job Title: Customer Support, Performance & Quality Manager
Experience Required: 5 Years

CORE RESPONSIBILITIES

• Lead the governance, auditing, and continuous enhancement of back-office operations to ensure compliance, accuracy, and operational excellence.
• Champion customer-centric operational practices by identifying service gaps, improving process outcomes, and ensuring back-office activities consistently support superior customer experiences.
• Oversee capability development across operational touchpoints through targeted system training, knowledge management, and the implementation of best-practice process standards.
• Provide strategic oversight of operational performance by monitoring KPIs, SLAs, and service quality metrics, while driving timely interventions to achieve business objectives.
• Ensure effective management of regulatory complaints, escalations, and compliance obligations through robust governance, stakeholder engagement, and adherence to regulatory timelines.
• Lead change management and operational readiness activities for new systems, products, policies, and regulatory requirements, ensuring seamless adoption across the organization.

QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree in Business Administration, IT/ICT/Computer Science, Operations Management, or a related field.
• 5 years’ experience in back office operations, quality assurance, or a performance monitoring role.
• Professional certification in Quality Management is an added advantage.

COMPETENCIES

• Communicates clearly and concisely.
• Proactively identifies root causes of operational issues.
• Experience with CRM platforms, case management systems or workflow management tools.
• Familiarity with data analysis tools and techniques to interpret operational metrics and trends.

EQUAL EMPLOYMENT OPPORTUNITY

Yas is committed to equal employment opportunities and unbiased treatment of all individuals in all employment practices.

Only shortlisted applicants will be contacted.