Job Purpose:

To be fully accountable to the Business Support Manager for the effective supervision and implementation of the Zain best practices in customer care policies and strategy. To ensure that the Customer Care approach, standards, processes and procedures are employed and regularly reviewed and measured against International standards. To generate and present all needed reports on periodical basis and whenever needed. To make sure that all customer care projects are handled according to standards.  

Key Tasks/Accountabilities:

• Oversee and manage the availability, configuration, and stability of all Customer Care systems and applications

• Monitor the performance of the business support specialists and technical coordinators.

• Identify improvement opportunities based on performance analysis.

• Follow operational KPI’s and provide comments based on analysis results.

• Review and improve all Customer Care KPIs.

• Review and document all Customer Care policies, procedures and processes.

• Making sure that the Quality Management System is in place according to ISO.

• Overseeing the Customer Care budget to ensure its accurate preparation, including the financial forecast, and guaranteeing its timely submission.

• Managing and following up on Customer Care plans (including the Strategy, Road map, and short- and long-term plans) and ensuring their accuracy, readiness, and submission whenever required.

• Closing and remedying all internal and external audit findings. 

• All Systems evaluations, monitoring & reporting.

• Making sure that all reports are submitted on time for different users.

• Supervise on the implementation of all departments’ strategic initiatives and performance enhancement operations.

• Supervise, Prepare and analyze weekly and monthly KPI’s reports for all customer care departments.

• Supervise the implementation of all projects in the customer care with follows up on deadlines and weekly reports.

• Monitor the performance of all customer care systems and work on improvement.

• IVR performance, test results and new updates.

Manage and maintain effective communication with all internal and external stakeholders to ensure alignment and smooth coordination.

Typical Performance Measures:

• Providing accurate reports on time

• Managing projects implementation focusing on results and dead lines

• Performance of all customer care systems and solutions.

• 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

• Effectiveness of tools/techniques/processes employed within the customer care to facilitate delivery.

• Driving the realization of business case benefits by ensuring successful delivery of expected value and operational impact.

Dimensions:

• Reports to Business Support Manager

• Business support specialist and technical coordinator will report to him.

• Cross functional and vendor relationships.

Knowledge:

• Broad understanding of all stages of the Mobile Telecoms. Business process from customer acquisition through to customer fulfillment to ensure appropriate integration of solutions to business requirements (with specialist knowledge/experience of one or more areas).

• Good understanding of the Sudan market and Zain business strategy, goals and competitive environment.

• Understanding of budgetary and resource management and control policies and processes.

• Good understanding of the relevant regulatory, legal and other contextual factors impacting on the successful management of projects within the Sudan market.

• Good understanding of customer care processes and KPIs.

• Ability to identify and evaluate new and updated system solutions that could enhance Customer Care operations and drive service improvement.

Skills:

• Ability to apply best practice Project Management methods/processes

• Negotiation/contract management of external suppliers

• Leadership/management skills within a matrix management environment

• Good communication skills, including ability to adapt communication style, coaching and feedback to the individual employee

• Flexible, shows initiative and willingness to take personal responsibility for creating a success

• Ability to handle stress and make decisions in a stressed environment

• Responsible for building a strong customer customer centricity culture by ensuring the sourcing, evaluation, and implementation of the right systems and solutions, whether developed internally or procured externally.

• Ability to be both a team player and a strong leader

• Strong coaching skills and ability to give positive as well as negative feedback

• Deep insight into Zain products and services, processes and procedures, IT-systems

• Highly developed communication and reporting skills (verbal and written)

Key Behaviours for Success:

• Analytical thinking and problem solving

• Forward Planning

• Commercial Awareness

• Results Driven

• Concern for Standards/Efficiency

• Being Collaborative

• Tenacity, Resilience and Self Management