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Our client is one of the most established Device Services Platforms in the gulf more than 8 years facilitating over one million subscribers through their offerings of device protection, upgrade & buyback programs, and after-sales services of all in warranty devices, They provide their services to the gulf region’s leading telecommunications and consumer electronics retail & online brands.
**Reporting line**: Reporting to the Regional Operations Manager.
Develop people and processes to ensure continuous improvement and lean operations and develop and maintain value adding relationships.
**Job Purpose**:
To lead the Saudi Arabia Operations (Internal and External Repairs, Inventory, Program administration, internal and external logistics, vendor management and others). To proactively manage work efficiently and effectively to achieve business objectives and meet defined service level agreements (SLAs).
**Key Responsibilities**:
- Build an effective and engaged repair, inventory, logistics and administration teams, including virtual management and consultation with market teams.
- Develop, Plan, and implement continuous process improvements in labor efficiency, labor utilization and total operating costs.
- Measure effectiveness of service and repair functions to determine if performance standards have been met.
- Develop and maintain good relationship with customers, ASPs, Principles, Logistic Partners and Distributors and other vendors across the country.
- Consistently sensitive about after-sales service issue and upgrade the level of service from time to time by visiting all partners.
- To improve competency level of internal repair team and external ASPs by providing necessary training and make sure all ASCs understand their obligations.
- Review existing repair, logistics, supply chain network, while working with the warehousing and logistics solutions towards delivering improvements.
- Liaise and support the management team to assist in the development of strategic plans for operational activities.
- Assess optimum level of outsource vs. internal Repairs Management..
- Ensure supplier compliance with contractual agreements
- Ensure that repair is cost effective and of acceptable OEM quality.
- Ensure all SLAs are met
**Requirements**:
- Bachelor’s Degree in Business, Engineering, Management or any other related field.
- Minimum 5 years' operational experience in the e-commerce, tele-communication industry (after-sales support preferred).
- Demonstrated success in stakeholder management skills across all business areas.
- Ability to appropriately prioritize and drive initiatives while operating in a highly matrixed environment.
- Proven track record of success
- Excellent analytical, problem solving, interpersonal and communication skills
- Strong commercial aptitude, especially with cost and contribution management.
- Positive energy and 'can do' attitude.
