Specialist Alternate Channels

Job description / Role

The candidate will be working with Customer Experience Team primarily responsible responsible for:
- Defining and Implementing the alternative channels for expediting collections and mitigating churn risks
- Defining and implementing the end to end credit risk, collections and retentions process framework, including establishing the risk management mechanisms to identify, assess, monitor, measure and control bad debt risks
- Performing credit assessment / credit verification and approval of credit limits
- Forecasting potential bad debt risks by conducting regular audits and using credit risk awareness models
- Ensuring cross-company compliance to policy to eliminate bad debt risk and financial exposure
- Formulating company-wide policies and procedures to manage and eliminate bad debt risks
- Bench-marking performance trends across regional and global operators within credit & collections and customer churn management.

Duties will entail but not be limited to :
1. Responsible for the policy and process definition and documentation in close coordination with all key stake holders
2. Responsible for regular review and updating of the ETISALAT Credit Policy and Process document changes (subject to CMO, CFO and CEO approval - including communication to business
3. Ensure all business rules for all product and services across all customer segments are approved and proactively documented in the ETISALAT credit policy and process framework
4. Ensure all process changes are proactively communicated to all stakeholders
5. Responsible for tracking cross-company compliance to credit policy through regular audits, reporting and analysis
6. Conduct credit risk assessment and reviews of customers based on payment patterns, age on network and usage in line with company credit scoring model
7. Maintain appropriate financial controls and audit trail to support early bad debt risk detection to minimize potential bad debt and financial losses. This includes building and managing the Etisalat customer black lists
8. 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
9. Implement continuous improvements to the credit and collections policies, processes and systems to reflect business learning, maturity and adjustments to company strategy and increasing operational efficiency
10. Monitor and control bad debt write-offs. Ensure all write-offs are appropriately approved in line with the company financial authority matrix
11. Ensure appropriate provisions are booked for doubtful debts and where approved perform regular write off of unrecoverable bad debt after all recovery efforts have been carried out and/or where the recovery process is not cost effective to continue
12. Coordinate with internal stakeholders in preparing bad debt write-off provisions prior to submission to the audit committee for approval
13. Ensure all bad debt write offs for unrecoverable bad debt are submitted after all recovery efforts have been carried out or where the recovery process is not cost effective to continue.

Requirements

* Higher Diploma/Bachelors degree in a relevant Business Administration/Management/Finance or Marketing.
* Applicants with certfication wil be given an adedd advantage, COPC High Performance Management Techniques ITIL Operational Support & Analysis.
* Minimum 7+ 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.