About the Role / About the Job
This role involves leading and driving the resolution of complex enterprise complaints across various services including network outages, performance issues, billing discrepancies, and service activation delays. The primary focus is on ensuring compliance with service level agreements (SLAs), protecting revenue, conducting root cause analysis for process improvement, managing customer migrations, and ensuring compliance with regulatory requirements. You will engage directly with enterprise customers, ensuring timely and effective resolution of issues while collaborating with various teams across the organization.
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Key Accountabilities
- Enterprise Complaint Resolution & Escalation
- Lead the resolution of complex enterprise complaints related to: network outages and performance issues across MPLS, DIA, VPN, IPLC, and SD-WAN services; billing discrepancies; service activation and provisioning delays; and chronic fault cases.
- Serve as the primary escalation point for priority enterprise cases, including P1 and P2 incidents. Coordinate closely with NOC, Field Operations, Provisioning, Billing, and Enterprise Sales teams to ensure timely resolution.
- Engage directly with enterprise customers during high-impact escalations to provide assurance and resolution updates. Partner with Enterprise Account Managers to support customer retention and service recovery efforts.
- SLA Governance & Revenue Protection
- Ensure full compliance with contractual SLAs and enterprise service agreements. Monitor adherence to enterprise SLAs and proactively manage potential penalty risk exposure.
- Track and report on complaint-driven revenue leakage (credits, penalties, churn) and implement corrective measures to protect enterprise revenue.
- Prepare concise executive summaries for major incidents and escalated cases for senior management and enterprise account teams.
- Root Cause Analysis & Process Improvement
- Conduct root cause analysis for chronic and repeat complaints to identify underlying issues across network, provisioning, and billing processes.
- Identify recurring gaps in network, provisioning, and billing processes that drive customer complaints. Recommend and implement process improvements to reduce complaint volumes and enhance service quality.
- Support automation and digital case management initiatives to improve efficiency and customer experience.
- Ignite Program & System Transformation
- Manage the Ignite function, including customer migration activities (D1 and D2 launches) and R2 base migration. Support new customer onboarding on transformed platforms.
- Lead UAT and quality assurance during system transitions, ensuring zero customer impact. Monitor the transition between systems and perform quality checks.
- Train and mentor 400+ agents on new systems and processes implemented through the Ignite program.
- Compliance, Audit & Reporting
- Ensure compliance with all relevant telecom regulatory requirements (TRA/TDRA) and internal policies. Support audit readiness and compliance reporting requirements.
- Ensure that audit actions and recommendations from the Board of Directors, TRA, and Internal Audit teams are delivered within deadlines.
- Maintain accurate and up-to-date case documentation within CRM and ticketing systems.
Qualifications, Experience, Skills and Competencies
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Qualifications
- Bachelor’s degree in Business Administration, Telecommunications, IT, or related field
- Professional certifications in ITIL, Six Sigma, or customer experience management are an advantage.
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Experience
- Minimum 3–5 years of experience in enterprise/B2B customer operations or complaint management within the telecommunications sector, including at least 2 years in a supervisory/team leader role
- Experience with enterprise network services (MPLS, VPN, SD-WAN) and B2B SLA management is essential
- Experience managing offshore teams is highly desirable
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Skills
- Excellent command of English language (written/spoken)
- Arabic language proficiency is highly desirable
- Proficient in CRM platforms, enterprise ticketing systems, and data analytics tools
- Advanced Microsoft Office skills (Excel, PowerPoint)
- Strong analytical thinking, root cause analysis, and problem-solving capabilities
- Excellent stakeholder management and executive communication skills
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Competencies
- Leadership and team management
- Effective communication and interpersonal skills
- Strategic thinking and innovative problem solving.
