Job Description
• To monitor and provide report on interdivisional OLAs in cooperation with counterparts in other divisions to support proper implementation of PPPs.
• To conduct end to end gap analysis against a standard business process framework and provide recommendations on process reengineering.
• To represent EB in business excellence awards and make sure that all related documents and presentations are ready and submitted in a timely manner both in declaration report and during the assessment period.
• To provide regular reports on EB performance through management and operational dashboards.
• To prepare regular and on-demand reports for Irancell internal and external stakeholders
• To cooperate with management team in implementation of best practices of service level management required by MTN Irancell for enterprise business.
• To ensure all customer queries are attended to and resolved within agreed SLAs
• To monitor quality standards, enhancing the enterprise customer experience and cost efficiency and ensuring the maintenance of consistency according to standard operating procedures.
