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Planning Sr. Analyst

2 weeks ago

القاهرة, Egypt Vodafone Full time

**Job Discerption**:
Act as the decision support function for the Customer Care department and will be Responsible for Customer care short
- & long-term planning, analysis and ensure alignment and integrity with strategic directions of the department for Vodafone Egypt, Vodacom & Vodafone group.
- 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 bad debt performance against budget.
- Report on debt collection performance.
- 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, updating HC assumptions, operational requirements and trends and commit to budget cycles time lines.
- Identify key risks and opportunities that may raise during the forecasted period.
- Highlight risks on 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.
- 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& discuss 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.
- Supports the preparation of business cases by engaging with relevant stakeholders.
- Responsible to have all needed insights before circulating the business case to customer care director to sign it.
- 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 ensure delivery on agreed time plans
- Analyze, develop action plan, and resolve service delivery and/or service level issues

**Qualifications**:

- University degree in Business Administration, or Accounting
- 2-4 years of experience in reporting, statistics or financial analysis
- Worked for many areas in the 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 database, decision support system and different types of reporting tools (Business Object)
- Excellent communication skill both in Arabic and English
- Excellent presentation skills
- 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.
- Ability to work with mínimal supervision.