Enterprise Support Service Manager

4 hours ago


Kuwait City, Al Asimah Zain Bahrain Full time
About Zain Bahrain

Zain Bahrain is the pioneer of mobile telecommunications in the Kingdom. We began life in 1983 as the region's first mobile operator, and since our expansion strategy in 2003, we have rapidly expanded our commercial footprint.

Today, we are a leading mobile voice and data services operator with a workforce of over 7,900 providing a comprehensive range of mobile voice and data services to over 42.4 million active individual and business customers.

About the Role

The Head of Enterprise Support Service is responsible for leading and managing the support service team and overseeing the overall operations of the enterprise support services department at Zain Bahrain. This role involves setting departmental goals, managing resources, ensuring service excellence, and high customer satisfaction.

Key responsibilities include:

  1. Lead, manage, and mentor the support service team, providing guidance, support, and performance feedback.
  2. Set departmental goals, objectives, and performance targets in alignment with overall company strategies.
  3. Oversee the provision of level 3 support to enterprise customers, ensuring timely and effective resolution of technical and billing issues.
  4. Collaborate with cross-functional teams within Zain Bahrain to resolve customer issues that require escalation.
Required Skills and Qualifications

To be considered for this position, you will need to meet the following requirements:

  1. Bachelor's Degree required; master's in business/MBA preferred.
  2. Business, Technology, or a related field/major.
  3. +3 years experience in a managerial role.
  4. Experience in client-facing roles or account management roles.

Skills:

  1. Ability to lead, inspire, and motivate stakeholders towards a common goal.
  2. Ability to efficiently manage one's own time and the time of others.
  3. Familiarity with business theory and methodology, especially customer value proposition, product lifecycle management, pricing, and communication/channel management.
  4. Ability to troubleshoot problems, analyze large data, perform root cause analysis of issues, and monitor systems.
  5. Excellent written and verbal communication skills.
  6. Excellent negotiation skills to express ideas and align stakeholders.
  7. Solid understanding of the telecommunications industry including the latest technological trends.
  8. Strong problem-solving skills and ability to identify and frame key issues.
  9. Ability to identify, assess, and manage risks.
  10. Strong organization and project management skills.


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