Director, Product Development Support (PDS), Consumer Business Unit
Saudi Telecome Company
Total years of experience :23 years, 3 Months
The prime responsibility is to ensure provisioning of high quality technical support to the Consumer Sector by the Technology Sector through effective planning, implementation, follow-up and management of various technical service needs in accordance with the stipulated business policies and procedures. Some of the key responsibilities are to;
• participate in the development and implementation of Consumer Sector plans, in line with the corporate objectives.
• represent the Consumer Sector as a single point of contact for all technology related service requests.
• direct and manage the Product Development Support (PDS) Department mandates, providing leadership and facilitating work processes in order to achieve high performance standards.
• ensure compliance with organizational policies, procedures and quality standards in the PDS Department.
• ensure liaison between product managers and Technology Sector (Network and IT) for product development initiatives to guarantee business requirements are comprehended accurately by the technology team.
• establish priorities and monitor timely follow up on the development of Consumer Sector technology requests and manage coordination with various sectors to ensure speedy execution of Consumer Sector requests.
• manage development of BRSDs to ensure translation of business requirements into technical specifications for new services as well as service updates and improvements.
• Design, approve and ensure implementation of SLAs between Consumer Sector and Technology Sector by managing the agreed KPIs on a monthly basis.
• Organize, manage and approve or reject BAT (Business Acceptance Test) and PILOTS for new services and projects.
• drive the quality assurance by ensuring that all use cases are adequately tested to ensure that all Consumer Sector requirements are fulfilled.
• oversee the implementation of technology solutions to ensure smooth transition to new or updated releases for IT systems in Consumer Sector.
• guide the team in determining the prioritization of change requests to ensure critical and/or revenue impacting complaints are addressed on priority.
• monitor the time taken to service change request to ensure minimum delay in fixing problems and reduction in system down time.
• manage and lead major projects between the Consumer Sector and the Technology Sector (Network and IT).
• ensure periodic system health check is planned and implemented.
• define goals and key performance indicators for each member of the team and ensures effective application of the STC performance management process.
• direct planning and selection of manpower in the PDS Department, in line with the business and operational plans.
• ensure high level of employee engagement and capability development by providing on-going feedback and coaching team members within the PDS Department.
• manage and control change in the PDS Department providing guidance and support, necessary for continuous improvement.
• As a senior managing member of the Home Business Unit, contribute to the formulation and implementation of IT Development & Support department strategy and plans as befitting the department and business line needs and objectives
• Supervise preparation of plans and schedules to prioritize and address multiple requirements in the IT development & support front for internal customers
• Acting as the focal point of contact in the Personal BU for all IT development & support services, new service deployment and any other system enhancements
• Define IT development and support requirements and arrange for timely delivery
• Provide reliable and timely support to back office systems for the department such as ERP, internal websites and desktop computers
• Manage the day-to-day operations of the assigned organizational unit, ensure that work processes are implemented as designed and comply with established standards and procedures, employees are motivated, understand what is expected of them and perform according to the designated standards.
• Manage and ensure the effective achievement of functional objectives through the leadership of the IT Development & Support department, set section and individual objectives, manage performance, develop and motivate staff, provide formal and informal feedback and appraisal in order to maximize subordinate and departmental performance.
• Perform other related duty or assignment as needed / directed by higher management.
• Overall management responsibility of Business Support Department consisting of 43 organic & non organic direct reporting staff members.
• Managed and lead the Functional Business Support teams (SS Planning & Performance, Procurement & Logistics, HR, IT and STC Telecom Services)
• Responsible for smooth communication and interaction among Personal and Shared Services and STC IT
• Facilitated service requests with Shared Services and/or STC IT in some special instances
• Developed strong relationship within Personal BU to be able to get meaningful feedback on services improvement needs and shared that information with Shared Services and STC IT
• Ensured Personal BU requestors to actively participate in Customer Service Surveys upon service closure
• Followed up on overall Customer Service Survey results and supported corrective efforts by Service Delivery Managers, Shared Services and STC IT functional teams
• Facilitated internal Personal BU feedback collection forums
• Ensured to educate key Personal BU users on Shared Services and STC IT policies and processes
• Ensured Personal Business Support effective participation and representation in the Shared Services Buyer’s Committee and the STC IT Buyer’s Committee
• Reviewed and validated monthly Shared Services, IT Service Consumption and SLA Compliance for all Shared and IT Services consumed
• Supported Personal BU Business Support needs not related to Shared Services or STC IT.
• Managed a team consisting of 20 professional organic & non organic staff members
• Held overall responsibility for managing Business Unit relationship with IT Sector.
• Managed business requirement gathering and business-case development for Business Unit requests for new IT initiatives, i.e; new services /solution implementation and enhancement of existing services.
• Ensured that the offered service complies with the conditions of the SLA (Time, Quality, Satisfaction)
• Consolidated and forecasted business unit demand of IT services.
• Managed Mobile (Personal) services provisioning and billing functionalities.
• Implemented enhancements required to introduce new mobile services.
• Provided support for sales activities; such as numbers, SIMs, access controls and responsibilities
Achievements:
• Implemented the business unit plan of IT needs for 2009.
• Fully executed the STC marketing VAS/Promotion Plans for 2008 & 2009.
• Successfully launched the STC Rate Plans, Zero & Zero+.
• Actively participated in the BSS Transformation Project for mobile services to replace ICMS system.
• Managed, analyzed and approved all changes related to the functionalities required on the new CRM/IRB system.
• Successfully implemented the CRM for Prepaid (SAWA) Services and CRM & billing systems for Postpaid Services.
• Successfully launched New STC Postpaid plans (revamp STC rate plans
• Represented in the Risk Management Committee, Billing Task Force Committee and Customer Segmentation Committee in 2010 for Personal Sector.
• Successfully implemented the Sales Incentive Program (SIP) for 2009 & 2010 in CRM.
• Resolved most of the billing issues and faults (billing cycles, installment program, payments methods, etc.) during the period of 2009 & 2011
• Managed and resolved all sales support raised issues to BSG.
• Managed Customer Care and Billing System (ICMS) and provided support on business requirements to Sales, Marketing, Billing & Collection, Retention, etc. business areas
• Lead a team of expert business analysts and consultants to eliminate bottlenecks, redundant overheads and service lag times with a clear focus on maximizing profit objectives across business divisions and regional profit centers.
• Spearheaded implementing a comprehensive range of technical solutions of value added services in view of client ensuring non-disruptive migration adhering to system specific requirements.
Achievements:
• Implemented Customer Assessment Program.
• Implemented Employees Incentive Program for distribution of sales commission to Sales employees based on individual sales quantity
• Established integration with SIMAH (Saudi Credit Information Company) to validate credit rating prior to proving service to new customers
• Represented STC as Member in the Mobile Number Portability (MNP) Committee established by CITC.
• Actively participated in the MultiSIM & 3G MultiSIM configuration in CRM.
• Analyzed eMAP system in the STC’s Network sector
• Analyzed Geographical Information System (GIS) Data
Achievements:
• Worked with a number of GIS projects.
• Developed outside Plant Web Report for GIS department using ASP.
• Represented GIS Department in Loop Test System (LTS) Committee at STC.
• Analyzed and designed the various systems as assigned under different projects.
• Developed programs in Delphi language
• Designed databases in MS SQL Server
• Drafted Project Quotations and business letters and established business contacts with other companies using both Arabic/English languages.
Bachelor of Science (Bsc.) in Information System