About the Role

Job Purpose:

The International Roaming Specialist is accountable to the International Roaming wholesales Team Leader for the effective and efficient end-to-end negotiation, management and delivery of Zain’s international roaming wholesale’s objectives.

Describe the duties, and responsibilities of the role specifically in the context of the Section/Department’s activities:

• Participates in the strategy, roadmap ideation, design, evaluation, launch and rollout projects that direct highly complex designed to improve customer experience, implement revenue optimization objectives, cost savings to achieve company metrics improvement  related to the following areas:

1. Wholesale Roaming,

2. National and international SMS business.

• Developing and maintaining the strategic partnerships to Increase roaming revenues and decreasing cost by:

1. Participate in the identification of potential preferential roaming partners

2. Analyze the preferred partners’ traffic and revenue in order to ensure accurate proposal for negotiation, calculations and /or implementation of the IOT discounts and their consistency with the signed contract, together with coordinating their proper management within the IT, Settlement and Finance concerned teams plus DCH ,FCH and Roaming partners.

3. Enhancing and follow up with network and IT teams to provide our strategic partners the best customer experience.

• Conduct data analysis – including collecting data, building models, and analyzing financial, operational and/or statistical data – in order to support the process of putting down the key strategic priorities for the roaming section by Participating in  preparation of  annual budget/re-forecast and business plan for overall roaming wholesales items,

• Maintain up to date knowledge of technology and products which may generate new SMS & Roaming Services wholesales proposition by analyzing market potential,

• Manage and monitor DCH & FCH activities and issues,

• Manage and Monitor SMS ,GRX & Signaling performance and demand forecast,

• Manage and Monitor financial clearing , settlement process and liaise with roaming partners for dispute resolution,

• Manage Zain Information in the GSM info center,

• Work closely with Marketing to support retail driven initiatives,

• Help ensure the right internal and external resources are appropriately engaged in a timely way in all program management efforts relevant to roaming and SMS business and Conduct project retrospectives, compile lessons learned, and integrate into processes international standard and concern department,

• Ensure compliance with all applicable policies & regulatory requirements on Information Security.

Business Impact

The role has a significant business impact on Roaming & SMS national, International Services contribute in being responsible for driving and managing the service integrity of new and existing SMS National, International & Roaming Services – the role holder will have a direct impact on Revenue and Cost, as well as on the quality for Inbound and Outbound customers.

What We Need From You

PERSON SPECIFICATION

Qualifications/Experience:

• BSc. Of Business Administration, computer science, Engineering or any relevant field 

• Minimum 2 years previous experience of International Roaming role in a reputed organization.

• 2 years of work experience in of which within a comparable telecom company or in a similar role where developing products and services has played a significant role.

• Demonstrable market Telecommunication knowledge and commercial acumen; and have spent significant time in the similar / related roles.

• Must have knowledge of technology platforms

• Must have experience of product development and management life cycles

• Excellent command in written and spoken English

• MBA will be an advantage.

Knowledge:

• Preparation and executing section plans including budgeting 

• Establish and maintain sound working relationships with stake holders and other Teleco.

• High analytical skill

• Relevant IT understanding

Skills:

• Extremely analytical skills

• Strong Negotiator

• Project planning and implementation (Project management)

• Numerate and analytical, able to tackle complex issues quickly and accurately

• Highly developed communication and reporting skills (verbal and written) at presenting at all levels,

• Concern for standard and efficiency

• Fluent in English and Arabic (desirable)

• Business and financial acumen

• Creativity and innovation

• Highly developed consultancy skills

• Excellent team building and leader ship skills

• Excellent Presentation skills

• Planning and organizing skills

• Ability to build excellent relationships with internal departments and external operators/carriers

Key Behaviours for Success:

• Team-worker

• Effective and speedy decision making

• Communication, both oral and written in local language and business English

• Sound business acumen, demonstrates empathy with operation/line issues

• Builds good working relationships quickly

• Self-starter, able to use own initiative

• Adherence to company policies and procedures and remains objective with local/cultural issues.

• Tenacity

• Strategic, Conceptual and Analytical thinker

• Tolerance of Ambiguity

• Concern for impact

• Situational sensitive

• Results focused

• Seeks critical information

KEY PERFORMANCE INDICATORS (KPI):

• Decrease Roaming Outbound Cost - Average cost / Minute/ MB / event (Voice, Data and SMS)

• Increase Roaming Inbound Revenue - Average revenue / Minute/ MB / event (Voice, Data and SMS)

• Roaming - Revenue & Cost (budget vs. actual)

• On plan rollout of new launches and service opening

• National and International SMS Revenue & Cost (budget vs. actual)

Typical Performance Measures:

• Effectiveness of fraud prevention

• Efficiency of IR analysis

• Quality of relationships with internal customers/peers/suppliers

• Effectiveness of issue resolution/decision making/change control and risk management

• Delivery of outcomes to agreed quality standards and deadlines

• Adaptability of work plans/resources in response to change

•  Efficiency and effectiveness of strategic planning

•  Consistency and Quality of planning activities to assist in the development &; growth of the Zain IR network

•  Effectiveness of Customer Care departments first point of contact Resolution