Business Operations Director
STC Channels -Saudi Arabia
Total years of experience :17 years, 7 Months
Job description:
- Handling all the HR issues, hiring, termination & resignation, replacement, salaries issues and employees’ tools.
- Designing, implementing and handling the Incentive and commission scheme.
- Ensure the availability of overall sales tools and offices by coordination with the concerned departments.
- Arranging training and enhancement classes for enhancing the knowledge of the sales team.
- Handling customers’ complains which received from business care team and follow-up with concerned departments.
- Managing and improving the operational processes, policies, and systems in support of the SME Department mission.
- Handled major cities issues such as new offices & tools and to insure that it’s ready to work
- Preparing daily/weekly dash board to the top management including the activation figures, available stock, current HCs.
- Monitor and control the stock and insure the availability of the stock based on the forecasting.
- Active, verify SME & SOHO daily orders which come from sales team and follow-up with concerned departments regarding any activation issue.
- Managing the daily activation due amounts (Cash, Checks, bank transfer) and be sure it’s aligned with the finance policy.
- Following-up with technical sales regarding any technical issue or needed access.
• Implement plans and strategies for their branch/area/key account to maximize current and future sales, and provide input to relevant units’ and overall strategy.
• Meet or exceed annual sales and profit targets by product line as specified in annual budget.
• Implement sales initiative and campaigns that generate the highest level of profits from accounts/branch or team controlled.
• Supervise and coach staff in the day-to-day performance of their job and organizes necessary training for sales executives.
• Monitor and track performance and developments in the market and ensure that variances against performance targets are brought to the early attention of the Director/Executive and corrective action is taken.
• Oversee the activities of direct reports to ensure a high performing, well-motivated and developed team which delivers the required results.
• Identify and plan implementation of cross selling across services.
• Monitor and control stock and materials logistic delivered by fulfillment ‘’system and manual verification and check-up’’.
• Supervise and monitor call center representative to achieve the customer support department objectives.
• Monitor the receiving and handling of customer calls and provide the necessary on the job training of the call center representatives.
• Ensure the tracking and logging of customer calls are well documented
• supervise handling customer enquiries and complains and respond to them in a professional and courteous manner to deliver a customer service in line with Mobily customer support standards
• Supervise updating and directing the customer calls and issues to ensure the customer calls are sent to the designated department or customer support manager or officer when unable to handle calls so that the customer calls can be resolved and ensure excellent customer service.
Job Purpose:
To perform all assigned tasks within the Credit Department to minimize potential risk & increase the overall collection target and to maintain a quality of service to Mobily customers.
Job description:
• Perform assigned functions of Credit department.
• Handle assigned Back Office cases received from the service request within the SL, and solve any billing problem occurred.
• Monitor all High Usage customers through FMS Alarms, WRMS, and High Usage system
• Timely take appropriate actions against risky account & weird behavior users
• To take the appropriate action against the non-payers accounts & related ones and to escalate any suspected fraud behavior.
• Achieve the targeted adherence & conformance and not to exceed the targeted tardiness minutes
Job Purpose:
Receive and handling all Mobily customers’ inquiries.
Job description:
• Receive inbound calls from Customers
• Answer customers' inquiries and handling customers' complains
• Handle the customers' complaints/escalated cases in timely manner that ensures the maximum customer satisfaction.
• Handling different customers' categories i.e. VIP & Royal, postpaid, prepaid and STC customers.