ROLE ACCOUNTABILITIES:

- Monitor weekly and monthly achievements of Branches against their targets for product and revenue and take corrective actions in a timely manner as necessary.
- Management of Cost v/s Budget (profitability) by ensuring Branch Heads compliance with guidelines of Q-Tel regulations
- Review & endorse annual Business Plans for each of the Branches to ensure they will achieve sales/revenue targets as well as delivering excellent customer experience.
- Review & Approve targets assigned to staff within branches by Branch Heads
- Communicate Sales Targets to the Branch Heads and gain commitment to achieving them. Providing assistance as necessary to ensure success.
- Develop Area Strategies for launching of new products in liaison with Product Managers and Branch Heads. Tracking and monitoring progress against desired targets to provide advice/direction to Branch heads to ensure sales targets are achieved.
- Review, analyze and monitor minutes of Weekly Meetings from all branches in order to take corrective actions as necessary.
- Monitor the level of customer complaints within the Branches to identify and resolve the problem in a timely manner to Q-Tel standards
- Ensure all Customer Service Facilities & Channels are provided at all times to customers, providing feedback to other departments within Q-Tel as necessary - for example liaison with Product and Service teams etc
- Work closely with the Branch Heads to maximise customer satisfaction/retention, minimizing customer churn, ensuring all customer comments forms etc are available at all times to gather feedback. Monitoring Quality Service Reports to gain relevant information and decide accordingly
- Ensure that Branch Heads identify and recognise Good Performers within the Branches in order to reward and re-enforce this behaviour

- Ensure that Branch Heads identify and put in place Training/, Coaching, Development Plans & Career plans employees within the Branches.
- Coach/Monitor/Appraise/Motivate Branch Heads in order to ensure high performance standards throughout the branch network
- Take part in all recruitment interviews and exit interviews
- Regularly review and report on processes and procedures within branches in order to improve general levels of service and operational efficiency
Experience:
- 6-8 years experience in Customer Services preferably in telecom but MUST be in Retail at least 3 of which should be in a Branch Management capacity


Qualifications:

- Bachelor Degree in business Administration is ideal although practical experience of working within a world-class retail environment in a highly customer focused industry is more important

KEY PERFORMANCE INDICATORS:

- Improvement in Customer Service Provisioning time
- Customer Satisfaction as measured in external survey and/or by questionnaire currently being developed
- Budget Management/Variance
- Achievement of Revenue Target
- Quality Audit compliance
- Customer Complaints
- Customer churn

SKILLS:

- Bilingual Arabic/English
- Experience of working with Knowledge management Systems
- Technical knowledge of back office support software and processes within a retail environment
- Excellent knowledge in telecom products and services
- Knowledge about Business Processes

SPECIFIC RESPONSIBILITIES:
Participates in Division, Company, and Corporate strategic planning activities for specific projects (e.g., risk assessment, bid/no bid analysis, participation in business plan development, etc.).

Provides technical guidance to assigned personnel, and ensures proficiency and timeliness of contract administration. Makes staffing assignments and reassignments as Company and project needs arise. Recruits, interviews, and evaluates prospective employees. Hires, offers personnel development, conducts performance evaluations, counsels, takes corrective action as required, and approves terminations. Ensures that new employees receive orientation in company policies and procedures.

Collaborates with Division and project management to ensure proper support in proposal preparation, as well as contract negotiations and administration.

Reviews requests for proposals to identify risks and contractual terms not conforming to Company policy.

Negotiates the more difficult, complex, or sensitive issues with clients.

May represent the Company at government procurement regulatory and policy-making committee hearings and at industry association committees dealing with Federal Procurement Policy initiatives that will have an impact on the industry.

Maintains an active participation in related professional societies to keep abreast of relevant contractual issues.

Performs other responsibilities associated with this position as may be appropriate.

Qualifications

PREFERRED EDUCATION/EXPERIENCE:
4-year degree in Business Administration, Finance, or related field and 12-15 years of prime contract administration experience within a large international engineering and construction firm is required.

SKILLS/COMPETENCIES:
Requires a comprehensive knowledge of industry business practices and the negotiation of prime contracts. Incumbent must also possess strong written and oral communication skills, excellent interpersonal skills, and a working knowledge of PC software packages typically associated with contract administration. Proven ability to perform in a management capacity is also required.

ROLE AND CONTEXT:

Purpose:

To carry out/supervise audits to ensure that efficient controls are in place, Qtel is operating in compliance with the law, and the assets are safeguarded.

Context:

Qtel consists of many departments and sections, and there are many business processes within these sections and departments. As part of a group function, this role supervise audit across the entire organisation to ensure efficiency and effectiveness in the use of resources, system of internal control to safeguard Qtel's interest and assets, and compliance with laws and regulations ROLE

ACCOUNTABILITIES:

-Performs tests in the audit program and prepares work papers evidencing work done.
- Reviews work of the internal auditors and provide them guidance during the assignment.
- Assists in the review of the policies and procedures of the company.
- Prepares audit report including the weaknesses noted in the systems of internal controls, non-compliance with procedures/instructions and recommendations for improvements.
- Discusses audit issues with concerned managers and obtains management comments for reported points.
- Carries out special assignments/investigations as instructed by Manager Operational Audit/Corporate Internal Auditor.

Experience:

• Minimum 5 years experience in auditing & accounting.
• Knowledge of international Accounting standards
• Knowledge of international Auditing standards
• Ability to use audit tools
• Knowledge of Qtel regulations

Qualifications:

Degree or equivalent in Accounting. (A relevant professional qualification would be advantageous)