Policy SME (Subject Matter Expert) - Arabic Speaker

  • Dublin
  • Cpl
The Policy SME will be working within, and promoting, the following Company Values: Customer Focus, Accountability, Respect, Effective Communication and Empowerment. Main Duties:Be the team Subject Matter Expert (SME) on culture knowledge; market risks and fraud; community trends and patterns; market and regulations.Provide quality and policy review for market, ensure to meet SLA targets while always focusing on resolving complex market cases efficiently and utilizing time productively.Stays up to date with market trends, news, and events.Analyse, gathering data’s & insights on potential market risk and report to Team Leads; escalate complex issues when required.Participates in focus groups organized with the Training Team to improve materials, flag market policy inconsistencies and update processes.Implement weekly Action Plans based on the data provided.Coaching Initiatives:Design, develop and implement trainings sessions for assigned market.Supports Team Lead to design and implement action plans and provides feedback to improve market performance and operational delivery.Participate in the different initiatives organized by the Coach Team: Mentor’s Time, WMS, Doubt of the Week, Coach Sync, etc.Mentor and support Reps by performing coaching tasks within the team.Keep team up to date with new flows and policies by regularly organizing refreshers, “Watch Me Work” sessions and Shadowing’s.To digest and communicate asap all Policy & Market Changes going live.Game Planning & Queue Management.Essential Competencies:Strong personal resilience with the ability to operate in a pressured and fast paced environment.High adaptability and positive approach to challenges.Ability to make decisions and to solve problems, effective Time management and Prioritization skills, working as part of a team and consistently achieving KPIs.Candidate Experience:Experience driving projects.Familiar with IT systems including SRT, Workplace, etc. Proficiency in Microsoft PowerPoint / Office suite. Cultural understanding of the assigned market. Candidate Requirements Essential - Minimum Experience Required (Years): 2 - Minimum Qualification: Bachelor degreeDesirableAbility Skills: Administration, Computer Literacy Competency Skills: Decision Making, Initiative, Problem Solving, TeamworkLanguages: Arabic (C2) and English (C2). BenefitsFree canteen onsite in client site during shift hours, Health Care & Extensive Training & Development.DetailsEmployer: CPL Solutions LtdLocation: Nova Atria, Blackthorn Road, Sandyford Business Park, Sandyford, Dublin 18Salary: €.62 per annumHours: 37.5 hours per weekContract type: Permanent