Overview

• Develop and implement the Retail Branch strategy for Ooredoo in line with the requirements of the business plan ensuring that there are sufficient branches to service customers effectively as detailed in that  business plan. 
• Ensure Day to day operational running is aligned to the organisational and customer requirements and aligned to the overall strategy of the business. 
• Drive the delivery of revenue targets across the Retail Operations ensuring that all branches achieve their agreed objectives and targets 
• Actively promote a strong customer focused culture throughout the Retail Branches to deliver high levels of customer satisfaction 
• Drive the introduction and implementation of new products and services as developed by Ooredoo throughout the Branch Network 
• Continually strive to enhance the branch network coverage by ensuring the network has a wide geographical reach in line with the banks expansion plans, developing a growth plan by analysing data in order to determine prime positioning of new branches, liaising with other functions as necessary to obtain the correct information on which to base decisions. 
• Manage, motivate and appraise all staff directly reporting to the role holder, and ensure that all other staff within the Business Unit is similarly managed by department heads, in order to promote the highest level of performance. 
• Ensure that all staff training needs are identified and that training is provided in line with those requirements 
• Monitor on a regular basis reports from Internal Audit and Quality Management to ensure compliance throughout the branch networks with minimal deviations. 
• Ensure process and workflows are managed effectively and are regularly reviewed in order to constantly seek to improve levels of service delivery to customers. 
• Ensure through the management of the Branch Managers and Zone Managers, the levels of pre-paid cards/e-voucher facilities and other sales collateral is maintained at the appropriate level within the branch networks.  
• Directly accountable to plan, manage and control the annual budget for the Branch Network, driving cost consciousness and awareness throughout the branches. 
• Drive the implementation and maintenance of the knowledge management system across the Branch Network. 
• Chair regular meetings with Branch Managers and Zone Managers to monitor and ensure there is continuous momentum to deliver against targets for customer acquisition, retention and growth o
• Ensure efficiency and accuracy in all branch dealings with customers by defining service level standards for branch networks in line with the direction set in the business plan 
• Consistently measure and review delivery processes with a view to reduce turnaround times and achieve efficiency improvements and benefits, liaising with the Exec. Director Customer Service to define standards to which the branches should be measured.  
• Review & Approve  annual Business Plans for each of the Branches to ensure they will achieve sales/revenue  targets 

Business Impact

The Retail Branches are the main customer interface with Ooredoo and is the major provider of customer service which has significant impact on Customer perception which in turn impacts revenues for Ooredoo particularly in light of the market deregulation and competition in the market

 Costs & Profitability

Directly Accountable for the achievement of Revenue Targets and Management of the branch network within budget. Both impact directly cost and profitability of the company.

Problem Solving 

Typically problem solving revolves around : 

• Resolution of more complex customer issues which have been escalated through the branch network 
• Resolving staff scheduling and manpower requirements 
• Operational issues with regards the running of the branches either customer facing or back office 
• Roll out of Branch Network expansion  

 Planning & Organizing 

• Plans the expansion of the branch networks in line with the business plan 
• Ensures the Zone Managers plan  staffing levels and rotas effectively 
• Analysis branch network reports and monitors activity levels and accuracy f customer relationship as well as to monitor delivery of quality of service

Team working, Coaching/Development & Leadership (Coaching & Leadership applicable to people managers)

• Role holder is required to Coach and develop all people within his control.  
• One of the Senior management team within the Direct Channel Business Unit

Communicating, negotiating & influencing 

• Communicates regularly with customers in order to resolve difficulties 
• Negotiates with external suppliers in relation to branch network expansion and day to day operations 
• Develops the business strategy for the Retail Branch networks and negotiates with the senior management Team for allocation of resource in order to deliver revenue targets.  

Decision Making

Decisions are significantly complex and at a reasonably high level connected to: 

• implementation of the business plan
• positioning and expansion of retail Branch networks
• resourcing requirements
• Promotion and management of staff 
• Customer problem resolution 

• Achievement of Revenue Targets 
• % Improvement of customer Service Provisioning time 
• Customer Satisfaction as measured by external survey 
• Customer Complaints 
• Compliance with Audit Requirements 
• Management of Operating Budget 
• Branch network Expansion 
• Customer churn

• A bachelor degree in marketing or similar

• 12 years experience of Customer Service within a Retail environment – preferably in telecoms or similar service industry – such as retail banking 
• Must have an understanding of Retail Operations both front and back office
• Understanding  of technology  telecommunications products and service