Operations Supervisor (Project-based) - Arabic Speaker Infas Middle East LLC

This role is responsible for coordinating and managing all operational activities related to document management backlog and ongoing projects. The primary objective is to ensure projects are executed effectively in compliance with InfasME standards and client requirements.

The position requires applying in-depth knowledge of document management processes and InfasME’s customer experience framework to internal and external stakeholders. Key responsibilities cover the entire EDMS (Electronic Document Management System) operations lifecycle, including validation, indexing, data cleansing, scanning, capturing, preparation, and regrouping. The role holder is accountable for delivering high-quality outcomes aligned with customer satisfaction, Balanced Scorecard (BSC) objectives, and Key Performance Indicators (KPIs).

Planning & Organization

· Ensure daily and weekly project targets are achieved to the highest quality standards.

· Conduct daily Quality Control (QC) checks on validation, indexing, and physical applications; provide feedback to client SPOCs and InfasME management.

· Monitor reports on document receipt, QC results, and discrepancies.

· Deliver assigned tasks within agreed timelines.

· Guarantee adherence to company policies, procedures, and SLAs.

· Drive cost efficiency and operational effectiveness.

· Facilitate effective cross-departmental communication.

· Handle escalated customer complaints promptly and ensure corrective actions.

· Promote a customer-friendly approach across the team.

· Act on customer feedback to improve services.

Performance Indicators:

· Achievement of quantitative & qualitative targets

· Audit & QC findings

· Adherence to SLAs and reporting compliance

· Timely submission of daily & weekly reports

Financial Excellence

· Contribute to project-based revenue, cost efficiency, and profitability.

Performance Indicator:

· Revenue targets (project-specific)

Customer Excellence

· Monitor and report staff performance to continuously enhance quality.

· Ensure secure and accurate handling of all documentation.

· Supervise document quantity checks and attestation processes.

· Manage team members’ system access rights.

· Assign and oversee tasks for direct reports.

Performance Indicators:

· Adherence to SLA targets

· Reduction in discrepancies or losses

· Improved customer satisfaction ratings

Process Excellence

· Ensure strict compliance with the defined document management process.

· Oversee preparation and handover of documents for filing and storage.

· Track performance against targets and take preventive actions to mitigate risks.

· Conduct daily, weekly, and monthly audits.

Performance Indicators:

· QC audit results

· Timeliness of reports and escalations

· Adherence to documented processes

Frameworks, Boundaries & Decision-Making Authority

The role requires close coordination with clients and internal stakeholders. The job holder is expected to resolve routine operational issues independently while escalating recurring or exceptional deviations to the direct manager, along with recommendations.