Back-Office Operations Lead
Etisalat By e&. United Arab Emirates
Total years of experience :6 years, 11 Months
• Lead decision making for the back office and provide valuable insights.
• Identify and make recommendations for change and adaptation to meet the needs of the business.
• leading and managing multiple teams of back-office operations professionals, providing direction, support, and guidance to achieve departmental objectives.
• Addressing customer inquiries, escalations, and complaints related to back-office operations, ensuring high levels of customer satisfaction.
• Exploring and implementing new, efficient tools and processes to optimize the process flows.
• Developing and documenting standard operating procedures (SOPs) to ensure consistency and compliance with TDRA.
• Set and maintain high level of SLA and KPIs.
• Training and guiding multiple teams for new products and system dashboards and workflow.
• Monitor requests from retention and lead generation until order closure.
• Completes operations by developing schedules, assigning and monitoring work, gathering resources, resolving operations problems, maintaining reference manuals, and implementing new procedures.
• Assist and collaborate with sales teams to develop promotions.
• Processing customer orders.
• Retention, Service Delivery, Customer profiling and Fleet.
• Supporting multiple teams within the back-office department.
• Maintaining professional SLA.
• Provide sales teams with comprehensive product knowledge and support materials.
• Provides quality service by enforcing quality and customer service standards.
• Collaborate with stakeholders to gather and document business requirements for projects or initiatives..
• Analyze and prioritize requirements to ensure alignment with business goals and objectives.
• Model current and future state business processes to identify inefficiencies and areas for improvement.
• Recommend and implement process enhancements to optimize workflows and increase efficiency.
• Collect, analyse, and interpret data to uncover insights and support decision-making.
• Create reports, dashboards, and visualizations to communicate findings and trends to stakeholders.
• Work with cross-functional teams to design solutions that address business needs and requirements.
• Support change management efforts by providing training, documentation, and assistance with implementation.
Electrotechnical