Purpose of the Role To develop and execute brand communication activities and calendar to drive brand growth and ensure best practices in the development of marketing programs. Role Accountabilities Assist Marketing Director to develop and execute a rolling 12-month brand communication/activities calendar to drive brand growth, affinity, and customer engagement. Participate effectively in defining and implementing the company’s corporate brand and communication strategy. Lead on copy of all OML & MFS campaigns and communications. Ensure best practices in the development of marketing programs including the writing and sharing of strong creative briefs that will result in creative communications that are on strategy, on brand, and on deadline. Responsible for executing and coordinating all brand communications functions across the organization for the purpose of assuring brand equity and brand health. Overseeing the development and execution of Corporate Campaigns and Communications, ensuring they deliver the expected return either in brand awareness, brand equity, brand positioning, and brand affinity
Purpose of the Role To analyse complex data from multiple sources to identify revenue, process and business improvement opportunities; providing new information and insights to the business to inform planning, continuous improvement and performance. Role Accountabilities Collect, analyze, and interpret large, complex data sets using statistical and analytical techniques. Build a deep understanding of BI projects and become an expert on analytics data collected. Deep level understanding of how data are keeping in the BI systems and design data models. Identify trends and patterns in data that can be used to inform business decisions and to take the necessary actions to improve revenue generation Take ownership ad hoc request by manager and management. Lead the team to make sure that results are delivered on time with proper data validation and prioritize the urgent tasks by negotiating with business stakeholders. Develop and maintain dashboards and reports to provide insights into business performance. Involve in various projects and make sure that require supports are given by BI to achieve the project goals Work closely with cross-functional teams to identify opportunities for growth and optimization. Collaborate with key stakeholders to provide data-driven insights that drive business growth and profitability. Communicate findings and recommendations to senior leadership and other key stakeholders. Ensure data accuracy and integrity by performing regular data quality checks. Analyse and define new process improvement opportunities to support continuous improvement and business outcomes.
Purpose of the Role To assist departmental requests for sourcing of goods and services by executing the end-to-end procurement process from vendor development to PO release and contract sign off, in coordination with 3rd parties and cross-functional internal teams. Role Accountabilities Vendor Development Research and evaluate potential vendors based on profile, financial strength, experience, quality and cost competitiveness Create shortlist vendors with best qualifications or offerings Maintain updated supplier information such as qualifications, delivery times, goods and services provided RFP and Vendor Negotiations Compile Request for Proposal (RFP) details and requirements based on user inputs in collaboration with relevant departments Support the finalization of RFP including pricing format, response format and timeline, etc. Release RFP, communicate with vendors to explain requirements and respond to queries Support the negotiation process and assist in defining contractual T&Cs such as payment and delivery terms, striving to achieve price targets and savings on budgeted costs and service level agreement (SLA) PO Release and Process Compliance Execute contract closure and PO release processes, monitoring and following up with vendors to ensure all steps in the process are executed Adhere to all OML guidelines and policies to ensure compliance with set procedures throughout the procurement process Communicate progress to internal stakeholders throughout the procurement process
Purpose of the Role To Manage Wireless Broadband portfolio, customer experience, competitor and consumer insight, revenue enhancement, engagement & retention of WBB customers and growth To Design and manage VIP Program Role Accountabilities Wireless Broadband Portfolio Build and execute the product marketing strategy through the team to achieve the targeted revenue and subscribers for WBB products Plan & Forecast WBB Revenue & Subscriber Generate the revenue for WBB starter and renewal packs to achieve target revenues and subscribers Develop business case for any proposed ideas Design and implement all digital customer experience in all customer touch point Design CVM programs and practices to maximize customer value creation while ensuring the retention and monetization of the existing customer base Develop consumer insights for overall product lifecycle, competition monitoring and product health monitoring checks Work collaboratively with cross functional team to facilitate cooperation and alignment of the actions Propose and implement new channels to sell products to increase the penetration of our product by having the product closer to our customer Identify potential issues in product functionality and performance, and develop and implement an improvement plan Data Analytic, Reporting, and Market Visit Lead, Develop and inspire the team Support in any special assignment or department activities if required Wireless Broadband Portfolio Monitor the VIP programs & Campaigns with the regular reporting Analysis on the competitors’ campaigns and share the valuable insights to the management Modify/change the programs & Campaigns aligning with the market trends On-board partners to support the loyalty program along with the growth in Partner’s Revenue Regular check-ups on the partner’s performances & places along with the sharing of the actionable insights to partners
Purpose : The PMO Specialist is to improve the efficiency and effectiveness of project management within an organization by providing guideline, support to Project Managers and Teams to ensure successful delivery of Projects within agreed scope, budget and timeline. Responsibilitis: Data relevant, accurate and complete within timeline for all Tech reports and projects related Document under PMO. To closely work with team for project Governance and process improvement. Develops, maintains, and manages detailed project plans, action item registers, and major milestone timelines for all assigned projects Project Governance: Collaborate with Program/Project Manager to define and implement project/program organization and governance. Implement assurance processes and apply lessons learned from previous projects/programs. Aid in identifying, defining, and tracking benefits realization plans, and handover to operational business owners. Planning & Controls: Manage change control process and document approvals. Support scope definition and risk management. Develop and maintain project plans. Ensure effective project delivery within time and budget. Manage stakeholder relationships. Monitor activities for adherence to scope, budget, and schedule. Demonstrate proactive problem-solving and resilience. Maintain process workflow documents. Reporting & Communications: Document project estimates, budget, and cost management processes. Own overall reporting process for progress, benefits, schedule, and financial status. Manage project status through briefings, meetings, and reports. Produce management information for senior stakeholders. Monitor project alignment with Vendor PMO. Control and complete final project reports and document updates at project closing
Purpose : To give capability for insights into MFS analytics to get deeper understanding of agents, customers and 3rd party partners performance and maintain the overall end to end analytics of MFS. It will also include validation of commission payment schemes. Responsibilities: In coordination and with support of MIS team this position has the following responsibilities SPOC for MFS reporting and analytics which includesAgent performance. Insights new Agent rollout opportunities. Agent segmentation strategy and incentives schemes. MFS Customer profiling. Insights on promotions performance (actuals vs business case). SPOC for promotional activities business case preparation including pre/post analysis. Overall business performance vs budget and ambitions. Meet the organization's expectations for productivity, quality, and goal accomplishment via detailed analysis of the MFS business. Prepare analytical presentations to put forward the ideas and analytical findings to the management. Insights and recommended actions based on geo location information. Support in building deeper analytics such as cash corridors, decay analysis, slab analysis, etc. Support in overall reporting and PowerPoint presentations for strategy and business update meetings. Tracking of agents and customer trends, performance versus target, benchmarking product and region wise performance. Insight reports of agents and customers, decay trends and deep dive into regional distributor wise performance. Keeping track of competition offers in the market and maintaining competition trackers. Propose and monitor performance of CVM campaigns for agents and customers.
Purpose : Ensure ICT business services have a High Uptime and are able to cater to business requirements, by managing and monitoring Ops ICT team and vendor activities. Responsibilities: Strategic Planning : Develop and implement the ICT operations strategy aligned with the overall business objectives. Identify opportunities to leverage technology for operational efficiency and effectiveness. Infrastructure Management : Oversee the design, implementation, and maintenance of the organization's ICT infrastructure, including networks, servers, storage systems, and telecommunications. Ensure that the infrastructure is secure, scalable, and reliable to support business operations. Systems Administration : Coordinate and monitor the installation, configuration, and maintenance of operating systems, applications, and software tools. Ensure the availability and optimal performance of critical systems, such as email servers, databases, and enterprise resource planning (ERP) systems. Network Management : Manage the organization's network infrastructure, including routers, switches, firewalls, and wireless access points. Implement and enforce network security measures to protect against unauthorized access and data breaches. IT Service Management : Establish and maintain IT service management processes, including incident management, problem management, change management, and service request management. Ensure that service level agreements (SLAs) are met and customer expectations are fulfilled. Vendor Management : Collaborate with vendors and service providers to negotiate contracts, manage service level agreements, and oversee the delivery of outsourced IT services. Evaluate vendor performance and make recommendations for improvements or changes as needed. Disaster Recovery and Business Continuity : Develop and implement plans and procedures to ensure the organization's ICT systems can recover from disruptions and continue to operate in the event of a disaster. Conduct regular testing and updates to maintain the effectiveness of these plans. Budgeting and Cost Control : Prepare and manage the ICT operations budget, including forecasting and monitoring expenses. Identify cost-saving opportunities and optimize the allocation of resources to achieve the best return on investment. Stakeholder Management : Collaborate with key stakeholders, such as senior management, department heads, and end-users, to understand their technology needs and align ICT operations accordingly. Communicate regularly on project status, system upgrades, and service disruptions. Team Management : Lead and manage a team of ICT professionals, including system administrators, network engineers, database administrators, and support staff. Provide guidance, coaching, and performance feedback to ensure the team's success. Continuous Improvement : Stay informed about industry trends, emerging technologies, and best practices in ICT operations management. Identify opportunities for process improvements, automation, and innovation to enhance efficiency and drive business growth.
Purpose : The Service Operations Manager oversees a team of service operations and manage the day to day operations on activations, billing, collection and some other service management activities and support for Enterprise customer which cover Mobile, Fixed line (DIA), manage service, business solution and Supernet (FTTH). ROLE ACCOUNTABILITIES Overview: Essential Job Functions Lead a team of activation, billing, collections and managing the daily activities and ensuring that KPI’s – as given by Management – are met. Ensure billing process is carried out in an effective and timely manner with no delays to impact Customer Experience. And communicates effectively with customers and resolves any billing related queries. Ensure collection and banking processes are executed in an effective and timely manner for Enterprise customers. Ensure the operations support team is able to support Enterprise products, Mobile – Voice/Data - and ICT services, as provided by The Company. Assist Account Management team look after key accounts, ensuring all billing and collection issues are resolved in an effective and timely manner. Ensure team members are trained and developed and are always up to date with technology requirements of their positions. Ensure all processes, reporting and systems management is carried out in an accurate and timely manner. Ensure process correction and auditing is in place for inventory such as SIM cards, devices, top up etc. or any related stocks held. Ensure all customers payments received with no delays impacting Customer Experience. Identification of automation opportunities to reduce manual interventions (billing system transition, operation process automation) Enterprise Customer Engagement and Relationship Management Conduct after-sales customer visits to proactively and regularly engage with Enterprise customers to ensure needs and expectations are continuously being met Attend local enterprise and associated events as requested with partners and customers and maintain relationship with enterprise team members. Non-essential Job Functions Have an in depth knowledge of the Ooredoo ERP and Billing/CRM systems so as to trouble shoot effectively when an issues occur. Ability to report to multi managers for operational and administrative deliverables Liaise with cross functional departments to ensure effective operations of all aspects of Enterprise / Wholesale service provision. Attend Management meetings as requested by management senior management. Develop themselves – both in their technical knowledge and personal sales and leadership skills. Identify and develop their replacement. Other tasks asked of you by management that are reasonable and appropriate.
Purpose : To manage on a day to day basis the operational performance of their team in line with the objectives and KPIs of the contact centre for both calls and digital. To review the performance of their Champions in terms of quality and productivity against defined criteria for both calls and digital. To provide feedback and coaching to their Champions in order to improve performance. To provide customer feedback and performance reports to the Centre Manager and others as defined. To support the Centre Manager, HR and Training iLn the recruitment, training and inducting of new Champions into the centre. ROLE ACCOUNTABILITIES Managing the Contact Centre Back Office Operation - Overseeing the Contact Centre back office operation to meet the defined goals and target of the company, managing the manpower to handle the customer issues and complaints of across all channels efficiently. Monitoring & Managing Complaints & Resolutions - Monitoring the back office team's performance in managing complaints and the effectiveness of handling customers complaints to meet the specified service level (SLA) Managing Problem Solving & Issue Escalation - Providing the team direction and guidance to address customer complaints and issues effectively while collaborating with relevant internal and external teams to do so within the agreed timeline Monitoring & Managing External Stakeholders Performance – Following up with the network partners, vendors and other related external stakeholders to resolve the raised issue efficiently and deliver the desired outcome within the set Service Level Managing People - Involves in recruiting, hiring, on-boarding, arranging training, off-boarding and implementing the employee engagement activities , motivation program, overseeing the employee well-being and ensuring the great working environment Role Model Behaviour - Lead and inspire the team members as a role model by presenting the “Can Do” attitude, positive manners , following good business work ethic , driving the result and outcomes through the team members Coaching & Feedback - Conducting performance evaluations, setting individual goals & target based on the departmental goals, and providing regular coaching and feedback to ensure team members meet the performance metrics. Customer Satisfaction - Ensuring that customers are satisfied with the complaint resolution after closing the issue by reviewing daily receiving complaint trend, monitoring the complaint resolution time, analysing voice of customer and taking appropriate action to address customer complaints or issues. Developing and Implementing Policies & Procedures - Responsible for creating and implementing policies and procedures to manage Contact Centre operations, including handling customer complaint , Standard Operation Procedures, escalation procedures, and quality assurance procedure . Managing Call Centre System - Managing the use of Contact Centre Systems such as Customer Relationship Management (CRM), Phone Management System, Digital Channels Management System, and other related systems to ensure to use effectively and efficiently based on the of company system policies Cooperating with other departments : Cooperating closely not only with internal departments such as marketing, sales, and IT, Product Team but also for external vendors to drive to close the customer issues within the defined timeline. Also ensuring that Contact Centre is aligned with not only for products , process and promotion information but also the goals of the organization and strategies Analysing Data and Implementing Strategy: Responsible for analysing Contact Centre data to identify trends, areas for improvement, opportunities for growth, and making recommendations to senior management based on the findings.