عربي

الصفحة الرئيسية وظائف في الامارات وظائف في أبوظبي وظائف رائده في أبو ظبي قيادة

الرصاص CX

Injazat Information Technology

نشرت في سبتمبر 23, 2020

6 - 8 سنوات Abu Dhabi - United Arab Emirates

بكالوريوس العلوم (أجهزة الكمبيوتر). أي جنسية

عدد الشواغر 01

الوصف الوظيفي

ايميل الوظيفة
تم إرسال البريد الإلكتروني بنجاح.

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QUALIFICATIONS, EXPERIENCE AND SKILLS
Minimum Qualifications: • Bachelor’s Degree or above in Computer Science, Information Systems Management, Business Management or a related field.
Minimum Experience:
6-8 years relevant experience in IT Management or client experience executive role or similar working in a local or international IT Outsourcing service provider environment.
Solid understanding of IT service best practice.
Experienced with financial management, working closely with vendors and working with contracts
Solid experience in Project Management
Excellent command of English Language and Communication Skills
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ROLE PURPOSE The CX Lead supports the communications and client engagement programs and develops innovative approaches to research, collaboration, and client satisfaction measurement that create improved value for the organization and enhanced experiences for clients.
KEY ACCOUNTABILITIES
KEY ACCOUNTABLITIES KEY ACTIVITIES
Strategy • Develop and maintain strategic business relationships with major accounts to promote brand awareness while achieving high levels of customer satisfaction and trust.
• Advise on best strategy to retain long-term client relationships by understanding the client strategy and business
• Validate the company’s strategic priorities with regards to the objective of maintaining and strengthening positioning within key accounts
• Contribute to the development and execution of the company’s strategic objectives.
• Regularly liaise with key client stakeholders to ensure client advocacy and satisfaction on delivered services. Ensure adherence on expected performance levels, and proactively identifying new requirements.
• Contribute to the company’s profitability by managing account profitability and performance targets by identification of opportunities for Sales and DBX teams.
• Design short and long-range growth strategies and prepares execution plans to achieve targets.
Operations • Supports the development, implementation and evaluation of strategic, tactical and operational client, engagement plans, programs, and initiatives to align with the organization client service vision and strategies.
• Recommend the Senior Executives on client satisfaction measures, client experience strategies, programs, initiatives and emerging issues to enable client-centric strategic decision processes and major or critical issues response
• Plan and provide leadership to the implementation of integrated client engagement and communication initiatives to improve and enhance the perceptions and experience of clients.
• Support specific client research programs, dialogue and other forms of engagement to understand key concerns and issues and inform review and enhancement of client services and service delivery models.
• Drive the ongoing development of a client service culture across the organisation, supported by effective policy and process frameworks and responsive client service systems to embed best practice client-centric behaviours.
• Identify opportunities for enhanced service delivery through online and e-services delivery, and the application of social media, mobile apps and technologies to optimise client experience in alignment with the marketing lead. Work on the proper messaging package that is internal and external for CX with marketing team as well as workshops.


سوفت وير تقنية المعلومات

ملخص المرشح المطلوب


• Support all project/program economics to include costs, operational budgets, staffing requirements, sub-contractors, resources, and risk including the direct management of large projects or programmes
• Provide a direct interface to the client and ensure project delivery excellence
• Facilitate the creation of communication plans, ensuring that appropriate information is exchanged among key stakeholders
• Identify and recommend contingency measures. Maintain awareness of emerging technologies and Project/Program Management techniques
• Ensure proper use of systems, tools, methodologies, and technology to prepare for decision-making and to achieve project health.
• Monitor emerging technologies for potential to maximize business performance
• Ensure proper project and Service Delivery reports are in place
JOB COMPETENCY
COMPETENCY PROFICIENCY LEVEL DESCRIPTION OF COMPETENCY
Ensure Organizational and Team Member Success Exceptional • Set organizational/team member goals, standards and success measures,
• Work collaboratively with organizational peers,
• Provide performance feedback to improve performance or develop the person
• Share relevant experiences.
Increase Stakeholder Buy-in and Support Exceptional • Identify key stakeholders and sponsors
• Gain/maintain enthusiastic support from sponsors/influencers
• Build important relationships
• Successfully navigate organizational politics
Increase Client Satisfaction Exceptional • Respond to client needs with foresight, understanding and dedication
• Provide best-in-class services/products to meet client needs
• Manage programs/projects to meet contractual obligations
• Act with a sense of urgency and with a long-term perspective
Increase New Business Opportunities Proficient
• Help translate client objectives and critical success factors into actionable IT solutions and delivery models
• Identify compelling value-propositions,
• Where appropriate ensure leading innovation is exploited to a client’s advantage,
• Ensure solutions meets client requirements and give INJAZAT/Client a competitive advantage and improve Injazat expected business impact/benefit
• Identify and support new business opportunities
• Share new business opportunities with Sales engagement organization to best leverage innovations and revenue realisation
Deliver Business Value Exceptional • Determine and document business growth opportunities
• Work with Sales and Solutions team to Design solutions that support the client’s strategic direction
• Inspire significant changes in the technical/operational environment that increase client revenue, decrease cost or increase productivity.
Achieve Injazat Financial Targets Exceptional • Participate in the development of financial plans;
• Meet budget targets for Backlog renewals;
• Forecast and outlook financial needs on a monthly, quarterly, and annual basis;
• Meet financial commitments,
Increase Client Satisfaction Exceptional • Respond to client needs with foresight, thoroughness and dedication;
• Help Injazat to provide best in class services to existing clients by driving excellence within the Delivery Management organization
• Support the identification of optimal solutions able to fully meet client’s needs as well as to produce satisfactory economics for the company
• Manage capabilities to meet contractual obligations;
• Meet all client commitments
• Act with a sense of urgency and with a long-term perspective.
• Effectively prioritise to ensure optimal focus on high impact high value problems/opportunities
Commit to Client Service Exceptional • Create a culture which embraces high quality client
service across the organisation, ensuring that management
systems and processes drive service delivery outcomes
• Engage and negotiate with stakeholders on strategic issues
related to government policy, standards of client service
and accessibility, and provide expert, influential advice.
• Ensure that responsiveness to client needs is central to
the organisation’s strategic planning processes
• Set overall performance standards for service delivery across
the organisation and monitor compliance
Relationships
Communicate Effectively Exceptional • Articulate complex concepts and put forward compelling
arguments and rationales to all levels and types of audiences
• Speak in a highly articulate and influential manner
• State the facts and explain their implications for the
organisation and key stakeholders
• Promote the organisation’s position with authority and
credibility cross-government, cross-jurisdictionally and
outside of government
• Actively listen, and identify ways to ensure all have an
opportunity to contribute
• Anticipate and address key areas of interest for the audience
and adapt style under pressure
Crisis Management
Proficient
• Accountable for providing approval on BCMS documents and strategies
• Periodically monitor the effectiveness of BCMS through ‘Management Review’ meetings
• Accountable for Emergencies/Crisis for immediate response, recovery response and restoration to normal, communication with the media; and above all the safety and security of the employees
• Initiate Emergency/Crisis declaration and activation of recovery plans
• Prioritize activities during recovery and de-activation of Recovery Plans

الكلمات الرئيسية

CX Lead

ابلاغ عن هذه الوظيفة

تنبيه: نوكري غلف فقط منصّة يجمع بين كل من الباحثين عن عمل و أصحاب العمل. ننصح المتقدمين للوظائف التحقق من شرعية أصحاب العمل المحتملين. نحن لا ندعم أي مطالبات لتحويل الأموال و ننصح بشدة ضد الإفصاح عن اي معلومات شخصية أو مالية.و ننصح أيضا زيارة تحذير أمني للمزيد من المعلومات. إذا تشك في أي غش أو احتيال اتصل بنا على abuse@naukrigulf.com

Injazat Information Technology

PERFOMANCE INDICATORS
FINANCIAL NON-FINANCIAL
• Account transformation revenue mix & best shoring
• Achieve a minimum of recoverability as per target.
• New Opportunity Identification • Increase client satisfaction level with all contracted services.
• Compliance with targeted Net promoter score (NPS)
• % Retention Rate
• Increase Client use cases
• Ensure high quality project delivery
• Achieve targeted utilization level
QUALIFICATIONS, EXPERIENCE AND SKILLS
Minimum Qualifications: • Bachelor’s Degree or above in Computer Science, Information Systems Management, Business Management or a related field.
Minimum Experience: • 6-8 years relevant experience in IT Management or client experience executive role or similar working in a local or international IT Outsourcing service provider environment.
• Solid understanding of IT service best practice.
• Experienced with financial management, working closely with vendors and working with contracts
• Solid experience in Project Management
Job Specific Skills: • Excellent command of English Language and Communication Skills
• Strong Planning and Organization Skills
• Apply modern theories of negotiation, management and leadership to real-world challenges
• Consistently position and build brand equity
• Strategic thinking and planning
• Client Challenge Empathy
• Experience in managing cross functional teams
• Experience in organizing activities
• Exceptional Listening, Perceiving, and Understanding
المزيد
عرض تفاصيل الاتصال

الاتصال

الاسم / التعيين:
-

موقع الكتروني https://injazat.taleo.net/careersection/injazat-external/jobdetail.ftl?job=10930&lang=en


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