Digital Operations & Enablers Manager

JOB PURPOSE:

Managing the E2E Digital Operations, Analytics & new capabilities across all Etisalat Digital platforms

Owning & Managing Digital operational performance across all Etisalat Digital Platforms (Self-Care- Content- Ecommerce)

Handling the day to day operational digital issues that impact customer experience & core digital services fulfilment

Observe the Digital performance & build models that defines digital areas of pain & early detect malfunctioning or abnormal behaviour

Own the resolution & collaborate with internal & external concerned teams for establishing permanent fix

Set internal Digital operating model for customer facing processes to ensure map frontend Digital interfaces with backend processes

Build Digital Analytics tools for better understanding of Digital system performance(Apps & Portals)

Interpret & analyse the digital system analytics to capture monetization opportunities, detects operational issues & areas of enhancements.

Overlooking the customer interrelated customer journey across different digital apps/portals to ensure flawless flow

Explore & Launch new Digital Capabilities & enablers that focuses on finding the right online monitoring tools that help in enriching the customer digital journey, advanced communication & supporting Etisalat positioning as Innovation leader

Segmentation & assessment of new capabilities to ensure proper mapping across all Digital channels

Owning & Managing Digital operational performance across all Etisalat Digital Platforms (Self-Care- Content- Ecommerce) to achieve “Digital Operational Excellence”

Steer & Control E2E Digital Operating Model for Back End processes to ensure front end smooth customer experience and fast time to fix and reduce complains.

Continues optimization of Digital processes & apply essential changes to current operational models

Manage team handing the daily digital operational front end issues aiming to spot & fix

Continuous exploration of possible automation for digital operations to early detect the operational issues

Efficiently Diagnose operational digital issues & build core models with the purpose of permanents fix

Continuous redesign of internal processes to match front end digitization

Standardization of Digital operational processes, KPIs & SLAs across all Digital Interfaces (Self-Care, Content & E-commerce) for both internal & externals teams

Setting the KPIs that measures the impact of Digital operations on customers & aiming to uplift the consumer digital usability confidence across all Etisalat digital platforms

Build Dashboard’s that measures & monitors Etisalat Digital excellence from consumer perspective that might be impacted from operation issues/gaps in prcesses

Building Digital Analytics Capabilities

Responsible for the expansion of the digital analytical know-how through the establishment of digital analytical to be adopted by different digital owners

Utilize both internal & external tools to build end to end model for digital base understanding

Streamline the data from key external sources (e.g. google analytics) with Etisalat internal reporting for creating synchronized view

Utilize data to grasp hand on operational issues & customer digital black-outs for proactive action

Explore & Launch New Digital Capabilities

Designing Etisalat customer facing Digital tools & capabilities landscape

Explore & Launch new digital customer facing capabilities that focus on enriching the consumer Journey

Study & segment digital capabilities mapping the objective of each & every digital front

KEY SKILLS/EXPERIENCE REQUIRED –

10+ years of work experience in Telecom, 7+ years of experience in Telecom Operational Management/ Marketing Development

Good understanding of basic Digital Backend systems & technicalities

Knowledge:

Excellent Communication and presentation skills

Problems solving and analytical thinking

Time Management skills

Excellent Negotiation skills

Customers and results oriented

Strong telecom technical knowledge

Strong people management skills

Strong Analytical Thinking

Strategic & visionary skills

Desirable

Solid telecom technical skills and awareness with Etisalat technical architecture

Education:

A bachelor's degree in business/marketing/computer science

Prior Work Experience:

10+ years of work experience in Telecom, 7+ years of experience in Telecom Operational Management/ Marketing Development

Language Proficiency:

Fluency in both spoken & written English & Arabic language is required.

Problem Solving:

To set & execute Etisalat’s Digital User Experience & Interface strategy and lead the end to end digital experience & visual flows

Planning Ahead:

Must plan his/her activities on both yearly basis to set Etisalat strategy

Must plan his/her operational activities on weekly basis to define priorities of deliverables

Innovation:

Responsible for the research and development of new methodologies to enhance & automate the digital design & implementation

Explore new technologies for spotting experience snags & glitches

Skills & Abilities:

Proficiency in Digital Usability Design

Proficiency in Digital Experience mapping to detect possible gaps

Leadership capabilities

Communication skills to operate with all stakeholders (vendors, inside commercial & outside)

Strategic thinking to handle the diversified Etisalat Digital portals & ensure unified experience