Digital Operations & Enablers Manager
Etisalat Misr, Egypt

• Managing the E2E Digital Operations, Analytics & new capabilities across all Etisalat Digital platforms
  • Owning & Managing Digital operational performance across all Etisalat Digital Platforms (Self-Care- Content- Ecommerce)
  • Handling the day to day operational digital issues that impact customer experience & core digital services fulfilment
  • Observe the Digital performance & build models that defines digital areas of pain & early detect malfunctioning or abnormal behaviour
  • Own the resolution & collaborate with internal & external concerned teams for establishing permanent fix
  • Set internal Digital operating model for customer facing processes to ensure map frontend Digital interfaces with backend processes
  • Build Digital Analytics tools for better understanding of Digital system performance(Apps & Portals)
  • Interpret & analyse the digital system analytics to capture monetization opportunities, detects operational issues & areas of enhancements.
  • Overlooking the customer interrelated customer journey across different digital apps/portals to ensure flawless flow
  • Explore & Launch new Digital Capabilities & enablers that focuses on finding the right online monitoring tools that help in enriching the customer digital journey, advanced communication & supporting Etisalat positioning as Innovation leader
  • Segmentation & assessment of new capabilities to ensure proper mapping across all Digital channels

• Owning & Managing Digital operational performance across all Etisalat Digital Platforms (Self-Care- Content- Ecommerce) to achieve “Digital Operational Excellence”

• Steer & Control E2E Digital Operating Model for Back End processes to ensure front end smooth customer experience and fast time to fix and reduce complains.
• Continues optimization of Digital processes & apply essential changes to current operational models
• Manage team handing the daily digital operational front end issues aiming to spot & fix
• Continuous exploration of possible automation for digital operations to early detect the operational issues

• Building Digital Analytics Capabilities

• Responsible for the expansion of the digital analytical know-how through the establishment of digital analytical to be adopted by different digital owners
• Utilize both internal & external tools to build end to end model for digital base understanding
• Streamline the data from key external sources (e.g. google analytics) with Etisalat internal reporting for creating synchronized view
  • Utilize data to grasp hand on operational issues & customer digital black-outs for proactive action

• KEY SKILLS/EXPERIENCE REQUIRED –
• 10+ years of work experience in Telecom, 7+ years of experience in Telecom Operational Management/ Marketing Development
• Good understanding of basic Digital Backend systems & technicalities

• Knowledge:

• Excellent Communication and presentation skills
• Problems solving and analytical thinking
• Time Management skills
• Excellent Negotiation skills
• Customers and results oriented
• Strong telecom technical knowledge
• Strong people management skills
• Strong Analytical Thinking
• Strategic & visionary skills

• Desirable

• Solid telecom technical skills and awareness with Etisalat technical architecture

• Education:

• A bachelor's degree in business/marketing/computer science
• 10+ years of work experience in Telecom, 7+ years of experience in Telecom Operational Management/ Marketing Development

• Language Proficiency:

  Fluency in both spoken & written English & Arabic language is required.

  Problem Solving:

• To set & execute Etisalat’s Digital User Experience & Interface strategy and lead the end to end digital experience & visual flows

• Planning Ahead:

• Must plan his/her activities on both yearly basis to set Etisalat strategy
• Must plan his/her operational activities on weekly basis to define priorities of deliverables

• Innovation:

• Responsible for the research and development of new methodologies to enhance & automate the digital design & implementation
• Explore new technologies for spotting experience snags & glitches

• Skills & Abilities:

• Proficiency in Digital Usability Design
• Proficiency in Digital Experience mapping to detect possible gaps
• Leadership capabilities
• Communication skills to operate with all stakeholders (vendors, inside commercial & outside)
• Strategic thinking to handle the diversified Etisalat Digital portals & ensure unified experience

• Prior Work Experience:

Job Rewards and Benefits