Business Operations Lead (Digital Services)

Job Objective:

To participate in the successful execution of Digital Services strategy by achieving digital roadmap and sales targets, developing and leading new / existing digital channels and monitoring digital services performance, contributing to maximization of sales and revenue as well as promoting the delivery of exceptional digital customer experience.

Job Specifications:

Digital Services and Sales:

• Assist with the implementation of customer journeys to safeguard customer satisfaction across the Business sector.

• Partake in leading Digital Services strategy with the focus on accepting sales targets to contribute to the success of the Business Sector.

• Identify and document detailed business requirements in order to assist with the creation of technical product specification.

• Participate in the enhancement of stc Bahrain’s Digital Channels, including mobile app, website, online portal, self-service machines, e-commerce, etc.

• Drive digitization of operations including end-to-end customer journeys, proposing improvement solutions across conventional and digital touchpoints to meet customer needs.

• Partake in achieving the digital roadmap in order to contribute to the department’s success and growth.

• Develop and invent new and existing digital channels to promote digital ecosystems and delivery of exceptional customer digital experience.

• Monitor and analyze digital services performance in line with KPIs by using analytical tools in order to propose proactive plans for continuous optimization.

• Perform effective tracking and follow-up on tasks and projects (individual, collaborative, cross-functional) to drive task completion across the department.

• Achieve digital sales targets in harmonization with Planning and Performance to ensure its alignment with Business Operations strategic objectives and deliverables.

• Contribute to driving sales across all digital channels including websites, social media channels, mobile app etc. to ensure achievement of profitability targets and enhance sales performance across the Digital Services section.

• Lead the effective operations of new and existing digital channels and services to contribute to the achievement of the Digital Services targets and objectives.

Change Management, Continuous Improvement and Compliance:

• Identify opportunities for continuous improvement of the department’s systems, processes, and practices considering international best practices, improvement of business processes and cost optimization.

• Research relevant regional and global market trends to stay up to date with best practices and drive relevant initiatives for improvements.

• Ensure compliance with all policies and procedures, as well as to controls related to quality, health, safety, environmental management, guaranteeing employee and assets safety and legislative compliance.

Qualification & Experience:

• Bachelor’s or Master's degree in Business Administration / Marketing / Communications / Engineering or any other related field.

• 7 - 10 years of relevant experience in CEX and Digital Services, preferably within a telecom setup.

Role Impact:

• The Digital Services Lead will play a critical role in shaping the digital strategy of the organization.

• This position is responsible for overseeing the development and implementation of innovative digital services that enhance user engagement and drive business growth.

• The Digital Services Lead will collaborate with cross-functional teams to ensure that digital initiatives align with the company's objectives and deliver measurable results.

• By leveraging data analytics and user feedback, this role will continuously improve digital offerings, ensuring a seamless and impactful user experience.

Key Job Competencies:

• Strategic Thinking: Ability to develop and implement a comprehensive digital strategy that aligns with organizational goals.

• Technical Proficiency: In-depth knowledge of digital technologies, tools, and platforms, including content management systems, analytics, and UI/UX design.

• Project Management: Proven track record in managing digital projects from conception to execution while meeting deadlines and budget constraints.

• Analytical Skills: Proficient in analyzing data to inform decision-making and identify opportunities for improvement in digital services.

• Communication: Excellent verbal and written communication skills, with the ability to convey complex digital concepts to a diverse audience.

• Customer-Centric Approach: A strong focus on understanding user needs and enhancing the customer journey through digital channels.