Sr. Supervisor – Digital Solution Services

Job Description

About the role

Purpose of the job

Responsible for digital services channels projects. This covers Orange.eg as the main web channel for self-service and My Orange mobile application serving both mobile and fixed (DSL) customers as well as CP tools (web & App), and other various digital services.

Duties and responsibilities

– Responsible for digital transformation projects, through working closely with various departments to collect requirements, like customer service, HR, Sales , IT & Marketing teams to achieve higher revenues and better customer experience.
– Conduct business Analysis & solution architecture to ensure logical connection and arrangements between system components internally , between Digital system and the rest of eco system for all digital services & channels.
– Abide by the standards, best practices of digitalization and provide solutions that will cater any digital based service or project that are dynamic and scalable to allow future developments.
– Perform Project management activities, like Scope, budget, schedule & resources management since the kick-off of the project till the launch and post deployment monitoring.
– Run steering committees for key initiatives, Converting Business requirements to detailed technical document to be used for software development, testing and validation afterwards
– Handle vendor management for all digital suppliers that support orange Egypt Digital portfolio, Ensure design & delivery according to the specs within the digital transformation journey and support the needed roadmap.
– Support the Vendor Management actions in the technical specs , integration alignments, Contracts validation, negotiations and solution assessment.
– Responsible for the digital services & channels operations & support, ensure the resolution of critical issues that would impact the Digital products and services like system capacity, tickets resolution, customer complaint handling and SLA reporting .
– Responsible for assessing emerging trends , technologies and potential partnerships that allow us to deliver innovative experiences that simplify customer experience
– Manage team responsible for the Program Management & Product Development of Digital Services & Channels within Orange.
– Lead junior PMs, BAs and SAs to deliver the right High quality Projects from All aspects of management and Architecture through coaching and mentoring.
– Manage the production of analytical reports on Digital traffic and trends to identify opportunities of enhancements.
– Develop a dashboard to reflect ALL KPIs that monitor and analyze trends on all digital based services , platforms and trend of growth/decline on each channel per service.
– Prepare to executives/board the achievement and performance of the various digital services to report different Performance KPIs on regular basis.