Senior Manager Credit Collections

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

The purpose of this position is to take end-to-end ownership for the credit & risk support functions and back office operations acting as the guardian for customer excellence within credit & risk operations
- Build strong and collaborative relationships with internal stake holders; external customers, business partners and suppliers
- This position reviews & approve any changes affecting the processes, balancing between customer experience ambitions & operational needs & efficiency.

This includes accountability for ensuring operational process adherence & the resolution of people & systems issues.

Operational Excellence
- Initiate and drive transformational change projects that will have direct benefit to business results and/or customer experience.
- Ensure linkage between improvement activity and business KPI delivery. This will be determined on a project by project basis but be used as part of the scorecard for this role.

Accountable for delivering results as measured by the C&R Scorecard. Accountability will be shared with main involved functions in the project delivery. The assessment will be made up of:
- KPI improvement (KPIs associated with project benefits).
- Project milestone Delivery.
- 360 feedback from stakeholders

Customer Excellence: Internal/External Customer

Engagement & Relationship Management
- Take ownership and/or ensure ownership is clearly defined for the resolution of the root causes behind these issues impacting the customer
- To support the delivery & adherence of operational process excellence through TQM methodologies and tools across the E2E credit & risk lifecycle model supporting the objectives of the Corporate Business Plan and ensuring the optimal Customer Experience is delivered
- Review & where appropriate engage the vertical organization to positively influence any requirements/changes requested, that impact the E2E processes & the related customer experience & efficiency focused KPIs. (This needs to be carried out prior to implementation & throughout the lifecycle of the specific change e.g. through CRs, PLM, re-distribution of operational tasks among teams).
- Raise RED FLAGS on risks & issues of process adherence and takes action with concerned departments

People Excellence: Learning & Growth
- Driving, leading and cultivating the behaviours and attitudes to deliver continuous improvements resulting in improved Customer Experience & in alignment with Etisalats wider strategy. This will include all customer facing scenarios and interactions performed within the Service Fulfilment & Work Order process
- Developing and motivating the team members by providing clear direction and guidance, coaching, and positive reinforcement supported by appropriate reward systems and career development opportunities
- Accountable for the processes and procedures, communication methods, that are consistent with Etisalat guidelines and industry best practices
- To design and implement staff incentive programs against defined performance criteria
- To assign, monitor and co-ordinate work assignments to achieve operational goals
- To provide career development for direct reports (counselling, coaching, KPIs, career planning and goal setting)
- Determine training needs and identify training courses for individuals and teams in conjunction with Training team
- Ensure policies and procedures are adhered to, including financial policies and procedures, etc.

Process Excellence: Risk Management
- Accountability E2E across all customer facing process, for the facilitation, the identification and substantiation of the root cause issues behind customer escalations, and champion their resolution
- Has end-to-end view and understanding of the complete process, systems & organizational responsibilities
- Recommend & drives improvements(or where appropriate ensure that ownership of the improvements is assigned)
- Accountability for ensuring the maintenance of E2E process documentation in alignment with actual working practice (working instructions level 3,4 and 5)
- Build & chair cross functional virtual process teams, with representatives from all the vertical functions, empowered to manage the acceptance of change request/PLM requirements to the process

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.