Job Position: Manager – Operational Transformation
Job Description: Etisalat – Ajman – Demonstrate knowledge of implementing Quality Management and Performance Management system at Customer Care. Reviews key operational parameters to assess operations’ efficiency, reliability, consistency and cost effectiveness. Identifies improvement areas/ deficiencies in operational activities and gives recommendations to the Customer Care Center teams. Duites & Responsibilities : Develop, implement, communicate and maintain a quality plan to bring Customer Care Quality Systems and Policies into compliance with quality system requirements Formulate and manage the development and implementation of goals, objectives, policies, procedures and systems pertaining to the quality assurance. Assist in reviewing procedures for compliance with project QMS requirements and current practice recommending improvements as applicable. Ensure all observations are mapped with the respective stakeholders & necessary timelines are sought for completion. Liaise with customers’ auditors and ensuring the execution of corrective action and compliance with customers’ specifications. Will ensure that the variance in performance of the above observations are highlighted to management and ensure non-repeat of the same observations by having necessary process/policy fixations done. Identifying relevant quality-related training needs and delivering training; Collating and analyzing performance data and charts against defined parameters; Monitor performance by gathering relevant data and producing statistical reports. Accountable for regular visits & audit all the strategic partners with respect to quality/ process compliance laid down. Ensure periodic review & redesign of all KPIs basis process improvements, policy corrections. Will ensure that the terms & conditions agreed with Strategic partners include necessary performance of Quality standards as deemed right for Customer Care Promoting quality achievement and performance improvement throughout the organizati…see more details
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