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Job description / Role
Our Client , an leading International provider in the telecom industry is looking for a Commercial Operations Support Specialist.
Key Purpose of the Role
To develop and lead business improvement activity for Company Service Operations in the Middle East and North Africa (MENA) region. The role holder shall lead, and where necessary carry out analysis that supports business improvement approaches and delivers customer satisfaction, cost reduction and revenue growth. He/she will work closely with the operational units in the region, and implement and manage change initiatives that will measurably improve service performance, improve organisational efficiency, increase revenues and improve productivity.
For this role, the main geographic coverage will be Middle East, North Africa, Greece and Turkey.
Principal Responsibilities:
• To act as BID SPOC (Single Point Of Contact) for the MEA region (organise, lead and review non standard bids and execute impact analysis on service design and technical configuration for Service Operations according to the bid process)
• To be main interface for new country and product launches in the region, assisting central Service Implementation Managers and central launch resources as appropriate. Acting as main regional interface between BT and the in-country suppliers for operational deployment.
• To analyse and interpret customers, processes, systems performance metrics as appropriate and in relation with Customer Satisfaction, Process Management, Quality Management and Operational Effectiveness.
• To scope, agree and help define measures including end-to-end process measures that will drive and assist in the analysis of business performance. That can include the provision of ad-hoc studies and report on volume, lead time and in-country capabilities.
• To provide process and system support to the central Order Management team placing orders in the region.
Requirements
Essential Skills & Experience (key competencies)
Experience
• Preferably qualified to degree level or equivalent.
• Experience gained in a commercial environment with a good working knowledge in at least one of the following; Process Management, Systems Implementation/Operation, Business Change and quality management.
• Customer project management experience or experience in a customer facing operation
• Experience of multi-national companies, structure and culture aspects (especially of the Middle East)
• Telecom in a CS environment, preferable experienced in service delivery and support / fault handling
• Experience of working in virtual teams across a matrix organisation.
Skills
- Process management, design and implementation.
- Business improvement, quality systems/tools and techniques design and implementation.
- Knowledge of project management tools & Methodology (Microsoft Project, MSExcel, MS-Word)
- Typically has knowledge/experience of customer services, processes, systems and sales/process cycle. Experience of quality measures/SLA's
- Knowledge of the PTT regulatory regimes and technical requirements
- A very good knowledge of the Telecom Data product portfolio
- Leadership, motivation, teamwork and empathy skills
- Presentation, communication, negotiation, and organisation skills
- Fluent English
Desirable Skills & Experience:
Experience
- Previous work experience in the Middle East region
- Knowledge of and technical understanding of the BT global product portfolio.
- Understanding and respect of the BT Global Services environment and the countries culture
- Knowledge of BTGS CS capabilities
Skills
- Fluent Arabic
About the Company
At Hays, we invest in lifelong partnerships that empower people and businesses to succeed. With over 50 years’ success under our belts and a workforce of 10,000+ people across 32 countries, we’ve evolved to put our customers at the heart of everything we do.
So much more than a specialist recruitment business, what really sets us apart is our knowledge through scale, deep understanding and our ability to meaningfully innovate for our customers. By providing advice, insights and expertise on issues you face today in the fast-paced world of work, we help you make the right decisions for tomorrow.
Offering an unrivalled suite of recruitment and workplace solutions, whether you’re looking for what’s next in your career, or have a gap to fill, we’ll help you get where you want to go.
You can rely on us to deliver today and help you plan for tomorrow.