Operational Reporting & Insights Manager

Job Purpose• To contribute to the development of customer care status toward its objectives through facilitating the decision-making process through analysis and insights related to the operational performance, voice of the customer and strategic KPIs c• Provide regular business review presentations tackling the customer care strategic projects / initiatives to CEO and top management.• Manage and conduct performance analysis of activities within the Customer Care through KPIs development, tracking and propose actions for improvement that result in efficiency or better Customer Care presence in the marketplace.• Drive the CEO and top management bi-weekly reviews for customer care.• Meet the reporting demands of finance and commercial SPOCs regarding analysis related to customer care performance.• Manage and conduct the reporting activities, ensuring the timely delivery of all pre-set reports/presentations. In addition to ad-hoc reports performed to evaluate Customer Care performance.• Supporting TRIM Index enhancement through analyzing the root causes of gaps and provide ongoing analysis with recommendations• Supporting the complaints rate enhancement through focusing on the roost causes and provide ongoing tracking for actions towards customer satisfaction• Enhance the reporting mechanism through automation by providing end users with automated reporting and decision support tool to standardize the level of analysis and to speed up the decision-making process.• Conduct periodical meetings with operational managers to discuss opportunities for required customized reports related to their areas.• Direct and gather relevant data from different sources to conduct analysis that influence the decision-making process.• Manage and conduct the reporting activities, ensuring the timely delivery of all pre-set reports/presentations. In addition to ad-hoc reports performed to evaluate Customer Care's performance and assist the Commercial Team in taking business decisions.• Manage and conduct performance analysis of activities within the Customer Care through KPIs development, tracking and propose actions for improvement that result in efficiency or better Customer Care presence in the marketplace. Performance Management Unit• Identifying the strategic KPIs to match the company and customer care strategy, from strategic KPIs definition, setting targets and weights to the staff level.• Unifying the performance standards across all customer care functions. • Review and assess targets on a frequent basis to ensure ongoing performance improvement. • To ensure that individual accountability for each target is clearly identified and indicated in all performance reporting.• To ensure adverse performance is identified, highlighted to accountable managers, reports and action plans are put in place in a timely fashion.• To ensure a set of key indicators for Etisalat's Customer Care performance are identified, agreed and made the subject of clear, timely and regular reporting to Customer Care Heads.• To support Managing Directors in preparing Performance Reviews, ensuring key performance areas are included and reports prepared which effectively identify and account for performance issues and actions proposed.• To contribute to the development of Performance Management Systems to enable swift electronic collection, monitoring and reporting of all aspects of Etisalat's Customer Care performance.• To promptly initiate investigation of adverse performance, which is serious or persistent, ensuring engagement of the relevant Director and line manager, and ensure reports are produced with clearly identified causes and actions required.• To represent Etisalat Customer care, as required, at meetings where performance is being reported ensuring clear explanation of issues and actions.• To identify potential future performance arrangements that could impact on Etisalat's Customer Care Internal and external performance monitoring. • Unifying performance standards across all customer care functions. • Review and assess targets on a frequent basis to ensure ongoing performance improvement.• Provide monthly scoring for all customer care staff and provide the performance curve (bell curve) to ensure effective management for performance across all functions.• Manage and control KPIs / targets change process by validating, analyze reasons and provide recommendations.• Focus on vendor performance to ensure better effectiveness and efficiency• Focus on outlier performance though ongoing individual support till reaching a performance improvement phase. Drive and control the recognition program for the customer care and outsourcing employeesQualifications:University Degree, preferably in economics, accounting or business administration. Telecom background.Minimum 13 years of experience in Reporting analytics / MIS Analytics / Operational reporting Good knowledge of internal procedures or policiesGood knowledge of Reporting techniques & different analytical methods.