Operation General Manager

Irancell

Tehran

Posted 2 months ago

Job Description

Task Complexity: • To design and formulate strategies to generate revenue out of MTNIrancell customer relation profile • To commit new revenue generations through telemarketing techniques and/or support various company objectives with the aid of telemarketing techniques and provide contact center as service. • To lead designing and implementing customer service strategies, plans, and procedures to increase company revenue, market share, customer base, etc. • To manage B2B contract process with external and internal customers for contact center service to ensure contract aligned with Legal and procurement POV. • To manage coordination between internal commercial teams and third parties. • To lead coordination between commercial teams and third parties to resolve explored gaps and customer complaints. • To enforce quality standard practices that meet MTNIrancell brand portrays in the area of customer relation • To define/lead customer service operational/ad hoc projects. • To review the performance of sub-division through analyzing and interpreting data and metrics. • To lead relationships with MTNIrancell Divisions and partners/vendors. • To define and operate other CR departments’ high-level projects accompanied with timetable and SMART targets aligned with the company goal. • To participate in the development of high-level customer service strategies and activities aligned with company strategic objectives. • To devise and drive customer relation projects and initiatives for expanding customer service digital portfolio • To interact with marketing, ITS, Finance, and S&D to ensure completeness of business plans and operating processes. • To manage and own annual budget of assigned sub-division to monitor, control, approve and evaluate costs and revenues. • To design proper low risk financial model for customer service projects with internal and external benefits consideration. • To maintain a proper OLA with internal teams and SLA with external parties to ensure a smooth flow of operation

Requirements

• B.sc Commerce (Marketing / Communication) or related • MBA / Masters Advantageous ( DBA is a plus ) • Senior management track record of 5 years or more; with at least 3 years in relevant sector/ industry as per relevant role • Experience working in a global/multinational enterprise (understanding emerging markets advantageous) • Worked across diverse cultures and geographies • Experience in team building and recruitment/managing project/ relations with the customer is Advantageous • Experience in development and design financial business model, contracting, and negotiation with external and internal parties for profit are Advantageous • Fluent in English

Job Category

  • Project Planning & Controlling

Employment type

  • Full Time

Seniority

  • Top Management / Director

Job Category

  • Project Planning & Controlling

Employment type:

  • Full Time

Seniority:

  • Top Management / Director

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