Client Outsourced Partner

Asiacell Communications

Sulymaniyah, Kurdistan Region, Iraq

Ref: GP281-125

Job description / Role

Employment: Full Time

Job Purpose:
- To effectively engage and manage outsourcing partnerships on behalf of Asiacells Customer Care
- To operate as the SPOC for All Asiacells Customer Care operational development projects and initiatives with the Client
- To directly monitor, drive and support initiatives that underpin the success of Asiacells outsourced vendor contracts
- To ensure delivery of the Clients operational performance metrics and customer satisfaction targets by Asiacells Customer Care Outsourcing Team
- Ensure Asiacells Customer Care proactively meets its contractual support obligations towards its Clients
- Continually evaluate and improve on partnership value chain with Asiacell

Dimensions:
- Management responsibility for all Asiacells Outsourcing Operational staff

Principal Accountabilities / Key Result Areas:

Planning, Change Delivery and Implementation (Weighting 50%)
- Validate business and financial models in conjunction with Customer Care Director to support outsourcing development and performance analysis, including tracking of Budgets and cost to serve KPIs.
- Proactively develop and deliver weekly, monthly and quarterly planning schedules with Account Management and Operational staff numbers. Proactively communicate the agreed business requirements between the Clients and Asiacell to the Senior Management team.
- Provide Change Management support on behalf of Asiacell process, policy, systems, knowledge, training, customer lifecycle / segment / campaign initiatives. Validate and review quality KPIs with respect to implementation of all Change in outsourced environments. Lead in the implementation of Business simulations with Asiacells Client Project / Operations teams. Act as sign off authority for confirmation of Business readiness with respect to major change developments as required by the Client.
- Ensure day to day alignment of operational practices with the Clients Operational managers, subject to contract and Outsourcing operating models.
- Act as the first point of management escalation and troubleshooting to support the Clients outsourcing operations on performance related issues, process, and technology.
- Support Asiacells Senior Management team with regular business reports as required. Prepare presentations and reports, which offer analysis driven recommendations to support success of outsourced operations.
- Project Manage the implementation of approved partnership initiatives and associated support infrastructure, including milestone reporting and risks and issues analysis.
- Contribute to Asiacells Customer Cares departmental strategic planning initiatives by delivering regular updates on outsource partner development opportunities.

Performance and Quality Assurance Review Monitoring (Weighting 40%)
- Regularly conduct partnership assessments within Asiacells governance practices and guidelines.
- Formalise framework for performance and quality assurance tracking of contractual KPIs with Asiacells Clients.
- Lead and conduct formal review sessions against current and future performance planning.
- Validate performance reporting against forecasting models, KPIs using both real time and historical data and reporting tools. Sign off on weekly / monthly workforce management and quality assurance plans from Clients.
- Evaluate benchmark reporting for all performance, customer satisfaction and quality targets.
- Identify service quality improvement opportunities and propose actions, and then following through with the implementation on agreed initiatives.
- Ensure policies and procedures are adhered to, including compliance to Customer Care specific policies and procedures, financial policies and procedures, etc.
- Ensure security requirements are enforced and audits are conducted as required by Asiacells Clients.

Personal Development (Weighting 10%)
- To continually develop own skills by attending all required training courses and maintaining an up to date knowledge of products, services, systems and work processes necessary to carry out the role and to achieve accreditation in relevant business skills.
- To take ownership of own continuous performance improvement plan and personal development, ensuring regular reviews with the Customer Care Director.

Requirements

- Minimum 7 years experience in an Operational leadership role within Operational Customer Care environments
- Bachelors Degree or equivalent
- Experience in managing outsourced operational units and partner implementation projects
- High standard of practical Contact Centre industry, product and service knowledge
- Strategic view on business and understanding of projections and capacity planning
- Experience in analysis and reporting
- Desired experience in customer satisfaction survey and analysis
- Track record of driving high standards of performance with outsourced operations
- Capability of defining, assessing/monitoring and reporting operations effectiveness and adherence to guidelines and KPIs
- Project Management capabilities
- Ability to communicate effectively, form excellent relationships with business partners
- Strong analytical skills
- Financial acumen
- High standard of personal motivation and initiative
- Ability to respond positively to working within a pressurized environment.
- Fluent written and verbal language proficiency in English / Arabic

Core Corporate Competencies:
- Customer First Making customers and their needs a primary focus of actions; developing and sustaining productive customer relationships.
- Quality Orientation Accomplishing tasks by considering all areas involved; showing concern for all aspects of the job; accurately checking processes and tasks
- Continuous Learning Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application. Generates innovative solutions in work situations; trying different and novel ways to deal with work problems and opportunities.

Key Role Competencies:
- Building successful partnerships - Using appropriate methods and a flexible interpersonal style to help build a cohesive business partnership; facilitating the completion of partnership goals and objectives
- Aligning Performance for Success - Focusing and guiding others in accomplishing work objectives

About the Company

Asiacell is a leading provider of quality mobile telecommunications and data services in Iraq with a subscriber base of 14 million customers. Asiacell was the first mobile telecommunications provider in Iraq to achieve nationwide coverage, offering its services across all of Iraq’s 19 governorates including the national capital Baghdad and all other major Iraqi cities. Asiacell’s network covers 99.06% of the Iraqi population which makes its national coverage the widest among the mobile operators in Iraq.

Asiacell is also the best internet provider with its 3.9G data services, offering the best network coverage in the entire of Iraq since January 2015.

Asiacell provides prepaid mobile communications services that forms 99% of its subscribers (as of November 2016). Prepaid lines offers include some amended package offers to suit different sectors of the market, including young people and women, and an innovative service targeting millions of visitors to Iraq every year. Asiacell also provides post-paid services to companies and individuals.

Asiacell is also the value share leader in the market, the fact that indicates the trust and confidence of higher value and corporate segment customers.

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