Job Description:
Principal Functions:
Ensures optimal staffing of teams in alignment with demand and transformation teams.
Ensures that the subordinates in the department are able to analyze business processes, functional activities and systems to understand supporting IT solution requirements.
Performs budget planning, monitoring and control for CRM&A domain.
Ensure that subordinates design IT solutions in a cost efficient way.
Ensures good and consistent user-experience across all CRM&A systems
Duties & Responsibilities:
Ensures that all Etisalat/ IT standards, processes and guidelines are followed by the subordinates in development team.
Performs budget planning, monitoring and control.
Contribute and take decisions related to overall system architecture and integration
Evaluates and advises the management for industry trends and practices in the CRM area.
Establishes strategic goals by gathering pertinent business, financial, service, and operations information; identifying and evaluating trends and options, choosing a course of action, defining objectives, evaluating outcomes.
Contribute to the development of IT strategy and participate in its implementation by performing and delegating related activities.
Take buy vs. build decisions based on the users requirements and available system capabilities.
Prepare RFPs/RFQs for CRM&A requirements and contribute in the evaluation process.
Vendor management.
Manages, monitors and evaluates the section’s on-going performance and quality of its output and services.
Provides clear direction, sets targets, prioritizes tasks and assigns responsibilities for the solution team.
Provide technical leadership to solution team and provide technical input for enhancement.
Collaborate and coordinate with other cross functional groups.
Interface with internal customers (as required) to address technical queries and after feedback for better alignment of requirements.
Single Point of Contact for external teams and vendors for matters pertaining to solution design & architecture for the CRM&A area.
Oversees planning, prioritization and assignment of targets and tasks to entire Online Channels and Customer Care domains/teams.
Ensure consistent user-experience in the solutions provided for CRM&A.
Develop the solution guidelines to be followed by the solution team
Ensure and monitor the proper tracking for activities within the team.
Lead the build vs. buy decision to address users’ requirements
Desired Skills and Experience
Knowledge, Experience & Competencies:
Bachelor of Science/Engineering.
Professional Training in TAM/eTOM/SID/TOGAF.
Experience of more than 12 years in a similar field / role. (Telecom Industry Experience is a MUST HAVE)
Project Management skills
Budgeting and control skills
Telecom Engineering knowledge.
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