Manager - Operational Transformation

Job description / Role

Principal Functions :

Demonstrate knowledge of implementing Quality Management and Performance Management system at Customer Care.

Reviews key operational parameters to assess operations’ efficiency, reliability, consistency and cost effectiveness.

Identifies improvement areas/ deficiencies in operational activities and gives recommendations to the Customer Care Center teams.

Duites & Responsibilities :

Develop, implement, communicate and maintain a quality plan to bring Customer Care Quality Systems and Policies into compliance with quality system requirements

Formulate and manage the development and implementation of goals, objectives, policies, procedures and systems pertaining to the quality assurance.

Assist in reviewing procedures for compliance with project QMS requirements and current practice recommending improvements as applicable.

Ensure all observations are mapped with the respective stakeholders & necessary timelines are sought for completion.

Liaise with customers’ auditors and ensuring the execution of corrective action and compliance with customers’ specifications.

Will ensure that the variance in performance of the above observations are highlighted to management and ensure non-repeat of the same observations by having necessary process/policy fixations done.

Identifying relevant quality-related training needs and delivering training;

Collating and analyzing performance data and charts against defined parameters;

Monitor performance by gathering relevant data and producing statistical reports.

Accountable for regular visits & audit all the strategic partners with respect to quality/ process compliance laid down.

Ensure periodic review & redesign of all KPIs basis process improvements, policy corrections.

Will ensure that the terms & conditions agreed with Strategic partners include necessary performance of Quality standards as deemed right for Customer Care

Promoting quality achievement and performance improvement throughout the organization.

Reviews KPIs to assess contact center operations’ efficiency, reliability & consistency and overall impact on customer satisfaction.

Requirements

Education & Experience :

Bachelor’s degree/Post Graduate

Mandatory - Expert in Quality Management with Six Sigma or CoPC standards.

Expert in Quality Management with Six Sigma or CoPC standards.

Applicants with experience in Telecom will be given an added advantage.

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.