Main responsibility areas:

• Responsible to supervise, lead and guide Customer Experience, Administration & Security and CEO’s office function of Ncell.
• To develop Customer Experience strategy, vision and roadmap for the organization keeping in view short term and long-term point perspectives.
• Ensure Customer Experience initiatives that enhance customer satisfaction, loyalty, and overall experience.
• Ensure collaboration with cross-functional teams to ensure a seamless and integrated customer journey.
• Establishing strong cross functional partnerships within Ncell to deliver a cohesive customer experience.
• Ensure a robust feedback Analysis and Continuous Improvement process: (a) Utilize customer feedback, data analytics, and market trends to identify areas for improvement, (b) Implement continuous improvement initiatives to enhance overall customer satisfaction and address pain points.
• Ensure a robust technology Integration: (a) Evaluate and implement technology solutions to optimize customer interactions, support, and overall experience, (b) Stay abreast of emerging technologies and trends in customer experience to ensure Ncell remains at the forefront of innovation.
• Ensure Customer-Centric Culture: (a) Foster and maintain, (b) Instill a commitment to delivering exceptional service at all levels of the company.
• Ensure security of all Ncell physical assets and premises/facilities in different locations in an efficient and effective manner.
• Understand Security Scenario of the country particularly Ncell operation locations, and regularly direct and guide Ncell Management and employees.
• Ensuring superior planning and execution of Security measures in line with security environment of the Ncell operation locations.
• Responsible for upholding stringent health and safety protocols, diligently managing the financial aspects, including budgets, and actively liaising with diverse stakeholders. This might include everyone from internal staff to external service providers.
• Responsible for ensuring everything to do with the physical infrastructure of the business is running as it should, as well as identifying areas for greater efficiency and cost-saving.

Qualification and experience: MBA degree with 20+ years of experience in similar capacity with leadership and strategy direction to Customer Experience, and other managerial roles in telecom, IT and electronic industries.

Desired Skills:

• Experience in Telecom or related business
• International exposure will be added advantage.
• Adaptive to dynamic/changing macro/micro economic environment.
• Gets action and commitment of others by forging good relationships with relevant stakeholders.
• Ability to translates business strategy of the organization into clear goals to direct the time & effort of the functional/ business unit.

Source: Merojob

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