Head of Performance Management, Digital Analytics & CX
Telenor Pakistan
Pakistan, Islamabad
1d ago

About the role :

Digital business is a focus area for Telenor Pakistan. This role drives and enables digital business. There are 4 domains under the scope of this role i.

e. Business performance, Analytics / Insights, Customer Experience and Governance. This leader is expected to set the vision, goals and deliver on them, via effective team / stakeholder management, while practicing Telenor values.

This is a high visibility and impact role, which works closely with management teams and across internal / external partners, both on strategic and operation levels.

Objectives & Goals

1. Lead, Manage and Motivate a diverse team (functionally, behaviorally) to achieve annual / qtrly goals, across Business performance, Analytics / Insights, Customer Experience and Governance domains.

  • People development (behavioral / functional) through capability coaching, bandwidth management, goals / performance and delegation.
  • Knows the language and levers to motivate / develop team. Handle conflict and influence teams for achieving business goals.

    While managing expectations vertically and horizontally across the team.

    2. Spearhead, negotiate and help execute the Digital Strategy, P&L forecasts for the division (for mgmt. with commercial, finance support), along with drivers, seasonality etc.

  • Strategic thinker to identify initiatives that achieve P&L , CX impact, to deliver Growth & Efficiency’ and 'Loved by Customers' agenda across the digital portfolio.
  • Track business P&L across verticals per forecast, while analyzing the trends and get timely support on opportunities and risks.
  • Propose and track Division Strategy & Goals, across product teams, quantified with opportunities and risks clearly outlined.
  • 3. In Design, evaluate and present business analysis to present clear crisp actionable recommendations (GSM , Digital) for growth and impact of Digital (portfolio / product) base, revenues and experiences.

    Know the story behind numbers ; insights to Why’ behind the What’ across portfolio / products for digital business.

  • Partner with Product, Pricing and BI teams for managing strategic, operation and ad-hoc business reporting / analysis / insights, along with own team.
  • Well versed in conversing with technical and business teams alike, with objective analysis methods, identifying and removing any roadblocks.

    Across various products’ data regarding customers, markets, competitors, user behavior (acquisition and engagement), and campaign effectiveness, to measure performance and support business decisions.

  • Answer business questions raised by stakeholders, including drivers for Users / Revenue / Engagement, What-If , Cause-Effect (e.
  • g. Impact of Digital on GSM ARPUs, Churn or New vs Returning users etc).

    4. Be the go-to person for Customer experience; Policies & Journeys (Subscription, Charging, Notifications and Servicing).

    Measure and track Customer Satisfaction metrics with action plans across product and call center.

    5. Own and drive portfolio governance and risk roadmap, objectives and KPIs (Reporting, Risk Management, Privacy and Partner management).

    Ensuring key compliances and profitability of the portfolio.

    6. Co-Own and Drive the Service Bundles portfolio, which relies heavily on digital app partnerships; negotiating win-win deals in order achieve Active User and Engagement targets.

    Includes performance tracking of the Service Bundling portfolio performance and understanding the GSM-Digital value chain both on telco / partner side.

    Your Typical day at work

  • Deep dive into data / analytics across customer / product for analyzing trends to triggering actions towards relevant teams for improvement.
  • Be the go-to person for business review and customer experience.

  • Daily / Fortnightly / Monthly engagement on Business and Customer side for Digital products portfolios, new product launches and process updates.
  • Knows insights on what is driving base and P&L, complaints.

  • Ensuring teams and processes are in place and aligned / enabled, for delivering on Analytics / Insights, CX and Risk & Governance roadmaps and goals.
  • Participate in business reviews on performance of portfolios and knows insights on what / why is driving it.
  • Work with team / stakeholders to determine ongoing business intelligence needs in order to design, develop and produce ongoing reports and dashboards to support the business
  • Liaison with Product , BI , Pricing and Customer care teams to set up standard processes and systems.
  • Raise issues towards management and stakeholders for timely support, by having crisp asks on what / why / how.
  • Support and Participate in strategy conversions with Finance and Management.
  • Managing Service Bundle partner conversations; to close on commercials, contracts and GTMs.
  • Eligibility Criteria

  • Education : MBA (In Finance or Marketing or CS background with relevant experience)
  • Work experience : At least 10 years of experience in Product Management, Segment or Commercial BI leadership role with exposure to CX and Governance.
  • Experience of business performance & analysis in telecom operator. Preferable to have experience of Digital apps / web portfolio.

    Potential Career Path

  • Lateral or Vertical growth in Digital or Commercial
  • Functional Skills / Knowledge Areas

  • Strong commercial acumen and partnering / negotiating skills (internal and external)
  • Very good communicator across diverse functions , teams and management.
  • Networker for influencing teams focusing on business goals
  • Team builder , visionary for domain and setting / driving performance of team
  • Able to analyze, understand and recommend solutions to complex problems (product / business)
  • Strong quantitative & analytical skills interpreting results into actionable insights.
  • Handle working under tight deadlines without compromising on data analytics quality, knows importance of prioritization
  • Structured , process / people oriented approach towards problem solving
  • Sufficient telecom business knowledge and preferably digital business
  • Stakeholder management, both on support and customer side
  • 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 one of the top employers of the country, we enable you to realize your dreams in an environment of diversity and openness.

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