A PRESTIGIOUS Multinational Telecom COMPANY BASED IN KUWAIT HAS IMMEDIATE REQUIREMENTS

Candidates having similar nature of experience in the telecommunications industry, Should ideally have worked in a business start-up

environment may please send their CV TO CV @masterhr.com, with subject the position title and the interview will be during short time

Head - Performance Management - Head - Technology Operations - Head - Technology Planning Design & Implementation - Head- Financial Control - Head- Indirect Sales Head-Central Vendor Management - Head-Value Added Services -Technology - Manager - Business Development - Manager - Contact Centre - Manager - Core Service - Manager - HR Policies & Compensation Structure - Manager - Learning and Development - Manager - Legal Affairs - Manager - Recruitment - Manager - Regulatory Affairs_final Manager- Accounts Payable & Fixed Assets - Manager- Financial Policies & Procedures - Manager- Financial Reporting - Manager- General Ledger - Manager- Treasury - Info. Manager- VAS Service -

• Manager Retention and Loyalty :-

This role develops, implements and manages customer loyalty schemes to attract and retain a variety of

customers, thereby supporting the achievement of organizational revenue targets. The responsibilities of this role also include:loyalty programs

have at least 5 years experience in a customer relationship management role with at least 2-3 years in a related job profile

• Director - Customer Care-:

The Director of Customer Care manages the entire Customer Care function (spanning Contact Centre as well as

other Customer Care channels) and oversees the activities of departments including Customer Care Strategy,

Performance Management, Call Centre Operations, IT Systems and Processes and Billing and Collections. This role

provides leadership and strategic direction to the Customer Care function incorporating a culture driven by

innovative thinking to ensure alignment with the strategic vision of the organization.

8-10 years experience in the telecommunications industry, and exposure to

strategic positions. Should ideally have worked in a business start-up

environment. At least 4-5 years in the customer care function in leadership

positions

• Director - Sales :

The Director of Sales provides strategic direction and leadership to the sales organization and promotes a

customer centric culture driven by team work, innovation, commitment to customer satisfaction and drive to

deliver commercial results. The responsibilities of this role also include:

• Build, lead and motivate a top quality sales team

• Develop the sales strategy, in line with the overall corporate strategy, to enable achievement of customer

acquisition, revenue, growth, profit, and market share targets across all customer segments (business and

commercial)

• Provide inputs and oversight for Sales Strategy, Planning and Performance, Business Sales, Retail Sales,

Indirect Sales, and Sales Support functions and ensure alignment across the same

• Contribute actively to the sales process at a strategic level, whenever required, and maintain healthy

relationships with key customers

• Champion and drive the implementation of marketing and customer care initiatives across sales channels

to ensure a consistent customer experience

8-10 years experience in the telecommunications industry and exposure to strategic

positions. Should ideally have participated in a business start-up environment

Overall

• Head - Billing & Collections: -

The Head of Billing and Collections manages the entire billing and collections function which includes

management of credit limits and credit controls, collection processes, tariffs and billing configuration, customer

records and billing process management. The responsibilities of this role also include:

• Achieve on-time delivery of bills and invoices to customers and on-time collections

• Implements efficient fraud and credit control measures

• Ensure resolution of billing queries as per agreed SLAs

• Manage complex bill adjustments and investigation of customer disputes

• Ensure that customer records are managed efficiently (e.g., data entry for new clients is accurate, any

changes in the profile of the existing client (billing address etc) are updated)

• Ensure that billing inputs like discounts, adjustments, charge deviation etc. are in order and any major

customers’ bills related issues are sorted out quickly

• Oversee analysis of billing cycle reports and monitor bill cycles runs to improve processes

At least 5-8 years experience in billing, revenue assurance and collections preferably in the

Telecom industry

• Head - Customer Care Strategy: -

The Head of Customer Care Strategy develops and advances the customer care strategy across all customer care

channels. The role is critical in instigating proactive innovations in customer care service quality, internal

knowledge management and e-care service delivery. The responsibilities of this role also include:

• Develop customer retention strategy in line with the overall business strategy and objectives

• Design and develop win-back programs in coordination with the Marketing

• Analyse customer usage and behavior in order to define service offers, retention measures and cross and up

sell offers

• Ensure quality control across all customer care channels through periodic process reviews and audits

5 years experience in a customer care environment in a strategy role. At least 2-3 years

experience in telecom industry. Should ideally have participated in a business start-up

environment

• Head - IT Systems & Processes: -

The Head of IT Systems and Processes develops, implements and updates IT and system related policies and

procedures for contact center operations. The role is critical in ensuring that the customer care IT systems and

processes are effective and up-to-date. The responsibilities of this role also include:

• Plan and implement information technology (IT) initiatives that improve cost effectiveness and build

efficiencies in customer care operations

• Develop and update IT and system related policies and procedures for customer care service offers (all

channels)

• Manage multiple information and communication systems and projects, including data and office automation

of the contact centre

• Coordinate with the Technology department to facilitate the implementation of IT initiatives in the Customer

Care department

• Ensure that the department is well-informed with the information systems standards of the organization

Candidate

At least 3 years of progressive experience in managing functions and departments dealing

with information handling, work flow and systems

Thanks & Best Regards,


www.MasterHR. com
email: CV @masterhr.com
Mobile: 002 012 11 470 45
Tel/FAX :002 02 22736657