Rabnawaz Thalho

Responsible for setting up the regional goals and objectives, and commercial targets in alignment with the company’s strategic direction for the short and long term.

Ensure strategic meetings with business partners and regional teams to negotiate commercial conditions

Manage our engagement with business partners, authorities, stakeholders, and customers to drive the right outcomes with an unfailing commitment to the highest standards of professional and personal conduct

Maximizing the sales and profitability of the department and negotiate targets, locations and brand support with business partners

Follow up on daily sales vs monthly/yearly target and take action when necessary

Monitor and analyze market trends, competitor activities and develop action plans

Responsible for coaching and training own team members, and formalize and follow up on each team member’s Individual Development Plan, in coordination with the employee and HR

Ensure identification and proper development and recognition of Talents within his/her unit

Set the objectives and budgets for own team members and ensure their accomplishment

Responsible to ensure effective communication, collaborative behaviors, and rigorous attention-to-detail that leads toward success to serve the best interests of Telenor Pakistan

Develop business strategies to raise our customers’ pool, expand store traffic and optimise profitability

Meet sales goals by training, motivating, mentoring and providing feedback to sales staff

Ensure high levels of customers satisfaction through excellent service

Complete store administration and ensure compliance with policies and procedures

Maintain outstanding store condition and visual merchandising standards

Report on buying trends, customer needs, profits etc

Propose innovative ideas to increase market share

Conduct personnel performance appraisals to assess training needs and build career paths

Deal with all issues that arise from staff or customers (complaints, grievances etc)

Be a shining example of well behavior and high performance

To support a team delivering front line customer services to ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity

To supervise the workload of the team, allocating team members to optimise service provision and administrative support across the hours of the operation of the Service Centre

To monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of internal and external customers

To ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction

To ensure statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements

To support the Contact Centre Manager in the development and implementation of technology and systems to ensure the most effective use of new technology and opportunities

To implement and maintain health and safety, security of staff, equal opportunities, customer service standards and other Council policies as appropriate, ensuring their understanding and implementation by team members

Ensure customer service related activities are being done within bench marked time

Achieving the S&CS monthly revenue targets

Do suggestive selling to the visiting subscribers

Ensuring top of the line customer relationship management

Adhere to administration requirements and discipline at the S&SC

Working as a team player in a harmonized manner