Job Description

Roles & Responsibilities

Planning & Forecasting
Provide reports, assumptions and support to create financial plans of customer Care short- & long-term operation planning, annual and quarterly required (headcount, seating)
Provides all financial and HC analysis requested by the customer care operational management.
Report on debt collection performance & bad debt performance against budget.
Build and maintain models for controlling and measuring customer care expenditures against agreed on targets.
Analyze the actual results against budgets and forecasts and long-range plans.
Perform budget review activities, update HC assumptions, operational requirements and trends and commit to budget cycles timelines.
Identify key risks and opportunities that may raise during the forecasted period.
Customer Care Annual & Quarterly Operating Budget Forecast
Highlight risks in meeting customer care operational expenses targets through spotting areas of overspending or challenging performance
Support producing financial analysis by reporting, updating and validating actual trends.
Monthly governance for all CARE line items in terms of OpEx cost, Direct cost, CAPEX and HC commitment in line with the targeted FY plan.
Provide analysis to support understanding customer care financial performance against targets/budget.
Responsible for proposing cost reduction opportunities with proper recommendations.

Service Support
Assess all new service models across CARE while discussing the launch with all stakeholders.
Focal point between customer care and Vodacom & VF group requirements by interacting& discussing all needed figures and deliveries.
Develop headcount and seating plans for existing and new accounts.
Design and govern manage service invoicing and ensure to align all stakeholders with the results.
Decision making for managed service discussion and way forward.

Business Cases
Supports the preparation of business cases by engaging with relevant stakeholders.
Responsible for having all needed insights before circulating the business case to customer care director to sign it.

Communication
Partner with staff (e.g., Tribe, Training, HR, Finance, technology, BI Reporting) within and across sites to identify business opportunities based on analysis of reports.
Maintain excellent communication with all stakeholders, managing their expectations and ensuring delivery on agreed time plans
Analyze, develop action plan, and resolve service delivery and/or service level issues

Desired Candidate Profile

University degree in commerce, Business Administration, or Accounting is Preferred.
2-4 years of experience in reporting, statistics or financial analysis.
Proven record of work experience in similar field / industry Worked for many areas in customer care and have background on most of their roles.
Excellent command of computer use (Excel, PowerPoint, Access).
Statistical software experience is a must.
Advanced analytical and data interpretation skills.
Solid knowledge of relational databases, decision support system and different types of reporting tools (Business Object).
Excellent presentation & communication skills both in Arabic and English.
Ability to manage and coordinate multiple activities under tight timeframes, while maintaining professional standards.
Objective focused.
Excellence mindset striving to exceed expectations.
Drive towards continuous development and improvement.
Highly motivated self-starter who can drive changes.
Ability to work under high pressure & with minimal supervision.

Planning Sr. Analyst Vodafone

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