Coordinator Operational Analytics

Job description / Role

The candidate will be working with the Customer Care Team and will be a professional with strong experience preferably in Telecommunications Industry.

Principal Functions
- Implementing the performance scorecard and analytics for tracking credit risk, collections and customer retention performance
- Operational performance reporting, providing regular visibility and presentation on bad debt risk trends and customer churn to peers, department head and executive management
- Benchmarking performance trends across regional and global operators within credit & collections and customer churn management

Responsibilities:
1. Manage the day to day execution of the credit risk analytics framework and distribution of all performance scorecards across the end to end lifecycle
2. Pro-actively manage the ongoing expert data analysis for each of the bad debt data components, correlate performance dips with root causes and provide predictive analysis on potential future bad debt risk increases
3. Manage the ongoing reporting of bad debt and customer churn trends by regularly presenting findings and quantification of impact to the department head, senior and executive management layers.
4. In collaboration with peers, make recommendation (short, medium and long term) on potential initiatives and process improvements for reducing bad debt. Ensure that each of the recommendations quantifies the business value or reduction impact on bad debt. Responsible for obtaining sign off from senior management on the recommendations
5. Support peers in the implementation of process improvements and initiatives via the outsourced operations partners through continuous performance monitoring of performance
6. Should have the ability to quantify the impact of the initiative/process improvement after implementation
7. Track bad debt reduction initiatives and process improvements and highlight to management the quantification and time frame of when certain activities are projected to improve bad debt risks

Requirements

- Higher Diploma/Bachelors degree in a relevant Business Administration /Management/Finance or Marketing
- Preferred - COPC High Performance Management Techniques ITIL Operational Support & Analysis
- Minimum 3+ years of data analytics and performance reporting experience across customer retentions, credit risk or collections within the telecommunications or utilities industry
- Experience working in customer facing operations where you are responsible for defining and implementing credit risk performance reports and dashboards

About the Company

Etisalat has been the telecommunications service provider in the UAE since 1976, and has built up a modern telecom infrastructure and established itself as an innovative and reliable operator.

Etisalat stands 140th among the Financial Times Top 500 Corporations in the world in terms of market capitalization, and is ranked by The Middle East magazine as the 6th largest company in the Middle East in terms of capitalization and revenues. The Corporation is the largest contributor outside the oil sector to development programmes of the UAE Federal Government, and is an award-winning socially responsible corporation. Etisalat has also won accolades from across the region for its nationalization programme.