Service Excellence Specialist

Who Are We
HALA is a leading fintech player in the MENAP region that aims to redefine financial services and build the future bank of SMEs. HALA aims at empowering SMEs to start, run, and grow their businesses by providing them with cutting-edge financial and technological tools.
HALA currently holds multiple entities in UAE, Saudi Arabia and Egypt (including HALA Payments, HALA Cashier and HALA Logistics) and offers solutions that enable merchants to digitize their payments as well as manage their sales and operations.
Founded in 2017, HALA is currently duly licensed by the Saudi Arabian Central Bank as well as the Financials Services Regulatory Authority (FSRA) in Abu Dhabi Global Market. Role Summary The service excellence specialist ensures that customer service operations are enabled through clear processes, system workflows, and operational playbooks. The role focuses on translating strategy and policies into executable CX operations. Key Responsibilities- Translate approved process into operational procedures and SOPs.
- Maintain and optimize CRM and ticketing workflows.
- Support contact center governance and service standardization.
- Coordinate with IT, Operations, Risk, and Audit on CX execution requirements.
- Identify process gaps and recommend operational improvements.
- Support frontline and back-office teams through clear documentation and playbooks. Experience & Skills- 2+ years of experience in CX operations, service design, or business operations.
- Strong process documentation and workflow design skills.- Strong organizational and project management skills to deliver results efficiently.
- Experience with CRM systems (Zoho preferred).
- Strong stakeholder management and communication skills.
- Ability to bridge policy, process, and execution. What We Offer You
We believe you will love working at HALA! We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups. We offer highly competitive compensation packages, including the potential for shares. We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment. Join a talented team of over 30 nationalities working in 7 countries and gain valuable experience in an exciting industry. We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company. You will be given a lot of responsibility and trust. We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best. If you think you have what it takes to join a remarkable team #apply_now