Title : Manager - Business Applications Operations.
Employment Type : This is a full time, permanent position.
Location : This role is based in Islamabad, Pakistan.
The Role :
As a Manager - Business Applications Operation, you will be responsible for optimizing operations for Telenor Pakistan’s CRM Stack (Customer Management, Order Management, Campaign Management, Product Management, Inventory Management, Partner Management & Call Center, Middleware & Provisioning, Commissioning).
You will also be responsible for achieving goals and objectives through assigned KPI’s. Manage internal staff, Telenor Group, external consultants / contractors and vendors, ensuring quality and on-time delivery of enhanced software and resolving the day-to-day issues / problems.
You will apply IT standards across the CRM department on time and within budget delivery.
Your Impactful goals will include :
Creating and formulating Business Applications Operations short term and long term strategy
Evaluating and recommending software vendors to meet the required business solutions, setting the quality standards of the organization.
Evaluating new products and technology relevant to Business Applications.
Reviewing CRM, Middleware, Contact Center, etc functions periodically, work on improving the services and focus on the customer experience.
Financial Discipline (Budget planning and control)
Managing SLA and uptime KPIs
Understanding and supporting industrialization initiatives
Essential responsibilities in your typical day :
Manage and ensure the stability of the applications, supporting the company future growth plans
Ensure end-user satisfaction and new requirements are met in a timely manner
Ensure staff productivity is high and meets with IT standards
Oversee the management / maintenance of the Applications performed efficiently, meeting the deadline dates
Function as a liaison with other departments to ensure coordination of work
Recruit, manage, motivate, coach and develop all team members
Establish and manage a team of specialists who are responsible for establishing the requirements and implementing the right modules
Plan and prepare training for the team and maintain their skills, work with HR to assure it
Assist the Sales & Marketing, Product management in introducing new products to the customers
Formulate with other managers ways to cooperate and collaborate effectively as a teamwork
Maintain the vendor’s relationship
Focus on the service level management and differentiator factors for Telecom customer services
Manage current & explore new tech-solutions
Your Career Path :
You can eye a potential growth path in the Services Operations department and within the technology division itself.
What we’re looking for?
Basic Qualifications :
A minimum of a BSc (Hons) Computer Sciences and / or M.Sc (Computer Sciences)
Solid and Diversified IT applications’ experience
Excellent management and planning skills in a multi-projects telecom environment
Ability to interact with management / users / individuals at all levels and build relationships
Ability to suggest optimum solutions to satisfy user requirements
Negotiation and vendor management
Project management and supporting matrix organization skills
Problem-solving & analytical thinking in a variable environment o Capacity to act in the absence of personal or procedural guidance
Preferred Qualifications :
Good to Have : ITIL, eTOM, Siebel, JBoss Fuse, and related BSS Certifications
Have a strong customer service orientation
Passionate to develop business acumen
Good planning and organizing skills
Be a strategic thinker
Work experience :
A minimum of five years of experience within the telecom sector
Overall 10+ years of application support, design & development experience
Previous experience of customer care systems operations & implementation
Why should you join Telenor
At Telenor Pakistan, we give you the opportunity to become a skilled professional in your chosen field of interest. Being rated as the top employer of the country, we enable you to realize your dreams in an environment of diversity and openness to new mindsets.
As an equal employment opportunity provider, Telenor Pakistan makes all decisions of employment purely on the basis of merit.