Sr. Engineer – Customer Service
Summary Description:
The role holder is responsible for effectively developing the business plan for Customer service department in liaison with the Section Heads, based on the defined Customer Service strategy in order to achieve the overall organization goals and objectives. This role will also be responsible for analysing the costs associated with support services and develop cost optimization plans, in line with overall business strategy and performance management system to the related sections in customer service department.
Core Responsibilities:
• Liaises with section heads to assist in developing the business plan for Customer service Department based on finalized business strategy.
• Analyses the impact support services on Customer service Department activities and identifies ways to align it to business objectives in order to ensure support services are directed towards assisting in achievement of business goals.
• Conducts market research and studies the role of Customer service Department in the utility industry and uses best practices for KAHRAMAA’ s benefit.
• Conducts necessary analysis to evaluate Customer service Department competitive strengths and weaknesses and utilisations of strengths to bridge the gaps and assist in achievement of business goals.
• Participates in developing and implementing procedures to set business performance targets and to monitor business performance during the year against targets and against plan/budget.
• Liaises with section heads of Customer service Department on a periodic basis to provide planning advice and ensures that they are aware of established business plan.
• Contributes to the analysis and preparation of financial and economic studies pertaining to Customer service Department that have an impact on funds and investment potential and can help in strengthening the business plan.
• Performs the necessary activities required for appropriate documentation of finalized Customer service Department business plans in line with the document control guidelines.
• Develops the relevant reports (daily, weekly, monthly, quarterly, annual etc.) for review by senior management as and when required.
• Provides the necessary assistance in obtaining and verifying input to corporate level strategies, business plans and performance reports as and when required.
• Works in cooperation with Quality Assurance and Continual Improvement section on securing and maintain the ISO / Risk Management / ISMS certification.
• Carries out and ensures the compliance of all activities within the Department are in-line with KAHRAMAA health and safety regulations.
Self-Management Responsibilities:
• Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are achieved during the course of the year.
• Identifies the training and development requirements for self and agrees on them with the reporting manager to ensure that the required trainings are arranged and attended.
• Keeps abreast of professional developments, new techniques and current issues through continued education and professional growth.
KNOWLEDGE, SKILLS, AND EXPERIENCE
• Bachelor’s degree or equivalent in Business Administration.
• More than 10 years of relevant experience in a similar industry or in a similar role of which minimum 6 years of supervisory experience preferably in the area of Business Planning –Support.
• Written and Spoken English is essential, Arabic is preferred.