Senior Manager Governance and Performance Management – Etisalat Ajman, UAE

Job Listing No: 974122

Senior Manager Governance and Performance Management – Etisalat Ajman, UAE

About the Company

Etisalat has been the telecommunications service provider in the UAE since 1976, and has built up a modern telecom infrastructure and established itself as an innovative and reliable operator.

Etisalat stands 140th among the Financial Times Top 500 Corporations in the world in terms of market capitalization, and is ranked by The Middle East magazine as the 6th largest company in the Middle East in terms of capitalization and revenues. The Corporation is the largest contributor outside the oil sector to development programmes of the UAE Federal Government, and is an award-winning socially responsible corporation. Etisalat has also won accolades from across the region for its nationalization programme.

Job Description

The candidate will be working with the Customer Care Team and will be a professional with strong experience preferably in Telecommunications Industry.

Principal Functions:
– The role holder will hold the compliance on performance partner governance & contracts.
– To ensure that the partner is engaged & performs as per the terms/conditions laid down in the agreement with respect to resources/infrastructure/ compliance to process & policies.
– The role holder will ensure that necessary engagements are being done with the Etisalat Operational & the partner teams to ensure that the Organizational goals are met.
– The role holder will also track the partners basis the KPIs laid down by the agreement & rate them.
– Will engage to share best practices across the partners.
– Will ensure that all communication pertaining to changes in process/policy which might impact the agreements/terms/conditions are communicated to the partner.
– To engage with Contracts, Finance & other stakeholders on a periodic basis for all issues/challenges with respect to Partner management.

Duties & Responsibilities:
– To provide inputs to the Contracts team in framing terms & conditions which will create a win-win situation
– To ensure that the partners are monitored on all deliverables, which are agreed as per contract with respect to infrastructure, compliance to data security, compliance to processes, performances etc.
– To highlight non-performance of the deliverables, terms as per the agreements & take corrective action
– To ensure that all payments are made on time to the partner post proper validation of the invoices (as agreed under contract)
– To provide inputs for design & implementation of the Rewards & Penalty matrix in accordance with the current Organization targets, & customer experience requirements.
– The role holder will be responsible for ensuring that the Rewards & Penalty matrix create a win-win situation for both Etisalat & the partners
– To have necessary controls to validate the performance of the partners & ensure that no short-cuts are being employed to achieve the targets
– To evaluate the partners basis the performance of KPIs, quality scores, performance on agreements etc. & grade them for further discussions & negotiations
– To ensure regular engagements/reviews are planned with the partners (Weekly, Monthly & fortnightly) & all action points are followed-up till completion
– The role holder will ensure that the partner complies to all conditions with respect to data security & integrity. The same will be audited on a regular basis for compliance
– The role holder will engage with all other stakeholders in the organization namely, IT, Engineering, business, Contracts & Finance for resolution of issues/challenges faced by the partner
– The role holder will facilitate best practice sharing between partners for the mutual benefit of Etisalat
– To incorporate all feedback (from operations, other key stakeholders) when the contracts are renewed
– The role holder will ensure that all communication pertaining to changes in process/policy which might impact the agreements/terms/conditions are communicated to the partner.
– The role holder will ensure that necessary engagements are being done with the Etisalat Operational & the partner teams to ensure that the Organizational goals are met.
– To ensure that the BCP/DR norms are adhered to by the partner as per the agreements/terms & conditions. The same should also be tested on an periodic basis
– To ensure other stakeholders in Customer Care (Quality, Training etc.)are actively engaged with the partners on ensuring the same levels of confidence in the process

Job Requirements

– MBA or Post Graduation
– Preferred – At least 8-10 years of experience in Telecom industry along with 3-5 years of experience in Partner Governance/ Management
– At least 3-5 years of experience in Partner Management, Outsourcing Management, Project Management etc.

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