Manager Partner Operations

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:

Operational management of end to end collections lifecycle (early & late stages) for the consumer, prestige and SOHO segments. This covers both fixed and mobile enterprise products
- Pro-actively manage the Outsourced Partners performance through closely monitoring their financial KPIs, customer experience, quality standards and ensuring lowest levels of collections risks
- Manage and oversee the governance of the Collections Outsourcing Partner contracts
- Ensuring that the Collections Managed Service Partner provides and executes corrective action plans to counteract any collections performance drops and safeguard the KPI targets
- Act as single point of contact for Etisalat for any escalations & issues arisen from the Outsourcing / Managed Service Partner. Be responsible for resolving those issues and ensure the partner implements the necessary corrective measures to prevent future escalations.
- Responsible for managing the company churn targets
- Responsible for management of company bad debt targets
- Responsible for ensuring the Outsourcing / Managed Service Partner(s) applies the adherence to the credit policy to minimize bad debt risks and financial losses.

Operational Strategy, Process Definition and Compliance
1. Manage, implement and track the collections roadmap for Etisalat. Ensure the strategy set by the head of credit & risk operations is implemented by the Outsourcing / Managed service partner.
2. Manage the Collections Managed Service Governance structure
3. Ensure a framework is put in place and adhered to by the vendor for pro-active monitoring of the Managed Service Partners KPIs (Bad Debt, Customer Churn) and performance SLAs (SLA1 - money collected <60 days & <90 days, SLA2 4-12 month default rate)
4. Accountable for making sure that the Outsourcing / Managed Service Partner provides and implements an action plan to counteract any drops or deviations in the KPI and SLA performance
5. Accountable for making sure that the Managed Service Partner develops and implements the operational processes to support the end to end collection activities (early & late stages) in line with Etisalat s credit and collections policy
6. Effectively manage and resolve any business conflicts which arise from the Outsourcing / Managed Service Partners.
7. Manage the customer experience delivery for collections activities. This is delivered through managing service delivery across multiple partners distributed over multiple geographies
8. Conducting portfolios analysis at regular intervals with Collection Partner and recommend collection strategies to reduce debts, using innovative debt recovery techniques, improving processes, and utilizing available resources effectively.

Credit Risk Scoring
- Provide insight into the credit risk scoring model's performance and working with stakeholders to implement business process improvements where necessary Blacklist Process Management
- Responsible for maintenance and update of the customer blacklist based on internal and external customer history data.
- Financial Excellence: Budgets, Revenue/Profit & Costs
- Ensure effective and efficient budget optimization within the associated CAPEX and OPEX targets
- Customer Excellence: Internal/External Customer Engagement & Relationship Management
- Single point of contact across the company on all credit risk and matters
- Approve all cross-company process and/or system changes impacting the credit policy
- Process Excellence: Risk Management
- Ensure governance and audit controls are in place support early credit risk detection to minimize potential bad debt losses. Conduct self-tests to review established control points
- Implement continuous improvements to the credit and collections policies, processes and systems to reflect business learning

Requirements

- Higher Diploma/Bachelors degree in a relevant Business Administration or Finance.
- Preferred - COPC High Performance Management Techniques ITIL Operational Support & Analysis
- Minimum 7+years of experience in credit control or credit risk management within the telecommunications or utilities or banking industry in a customer care operations environment
- Ability to assess customers risk while employing commercial sensitivity, customer experience delivery, business acumen, and good judgment

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.