Super App Digital Operations Analyst.Digital, Fintech, CRM & Terminals

Job Purpose

- Managing the day to day Digital operations of Etisalat Digital fronts to ensure proper functioning & immediate resolution of spotted issues - Launching new digital capabilities that adds value to the Digital consumer journey - Launching new digital analytics tool that supports Digital business owners & enrich the visibility of consumer behavior across all digital channels

Report To Position Name

Managing the day to day Digital operations of Etisalat Digital fronts to ensure proper functioning & immediate resolution of spotted issues o Handling the day to day operational digital issues that impact customer experience & core digital services fulfilment o Spot Digital Issues by running proper reports to detect any malfunctioning services o Work closely with CC & all customer facing entities to gather issues/alarms o Close monitoring of external digital fronts (e.g. Social Media/Google reviews) aiming to promptly spot any issues o Work with Digital business owners to understand the consumer digital pain & work on proposals to fix o Direct interface with IT & external parties to fix any spotted issues & ensure SLA abidance o Develop proper dashboards that measures digital performance & raises prompt red flags & work with DWH to ensure data automation o Give visibility & periodic status updates on Digital operational to management in the right forums Launching new digital capabilities that adds value to the Digital consumer journey o Design & Come up with new capabilities based on the understanding of Digital platforms o Work with IT for complete implementation of the new capabilities from idea generation till delivering & handing over to business owner o Report the progress of the newly launched capabilities to ensure proper functioning & consumer acceptance Launching new digital analytics tool that supports Digital business owners & enrich the visibility of consumer behaviour across all digital channels o Introduce new reporting digital platforms & work with all relevant stakeholders starting from requirements gathering till launch o Own the integration of external reporting engines with Etisalat DWH

QUALIFICATIONS_ESSENTIAL

Knowledge:  Good Communication and presentation skills  Problems solving and analytical thinking  Time Management skills  Customers and results oriented  Basic telecom technical knowledge  Focus on Customer Centricity & understanding consumer behaviors  Details oriented & excellent follow up skills

QUALIFICATIONS_DESIRABLE

 Solid telecom technical skills and awareness with Etisalat technical architecture

EXPERIENCE_ESSENTIAL

 5+ years of work experience in Telecom, mainly in Telecom Operational Management/ Marketing Development/Customer Care

EXPERIENCE_DESIRABLE

N/A

CERTIFICATIONS_ESSENTIAL

N/A