Job Title:
SR. ANALYST (AJM)Location : Pan india ( Relocate to dubai )experience : 5 - 12 yearsThe Order Processing/Order Management Specialist is responsible for executing end-to-end order fulfillment processes, ensuring timely and accurate completion of all assigned service requests (SRs). The role focuses on order validation, coordination with stakeholders, resolving processing or system issues, and ensuring customer satisfaction through effective service delivery and adherence to set KPIs and quality standards.
Key Responsibilities
- Order Analysis & Creation
- Review and analyze order details and create Service Requests (SRs) as per organizational requirements and standard operating procedures.
- Ensure all data entered into BCRM and related systems is accurate, complete, and compliant with Etisalat's rules and regulations.
- Order Execution & Monitoring
- Manage orders from assignment to closure, ensuring timely execution within defined SLAs and KPIs.
- Track and monitor SR progress to ensure on-time completion and escalate delays or system issues as necessary.
- Coordinate with CIT through Service Desk management to resolve IT-related issues impacting order processing.
- Customer & Stakeholder Management
- Liaise with internal teams (Order Management, Pre-Sales, Logistics, etc.) to ensure efficient order handling and resolution of escalations.
- Maintain effective communication and provide accurate, timely feedback on order status and escalations.
- Support order confirmations and expedite resolutions for delayed or complex cases.
- Process Accuracy & Compliance
- Maintain high standards of accuracy to minimize processing errors and disputes.
- Provide justifications and corrective feedback for any identified errors or process deviations.
- Ensure all processes adhere to Etisalat's compliance, documentation, and quality requirements.
- Performance Monitoring & Reporting
- Track performance against KPIs and contribute to continuous process improvement initiatives.
- Collaborate with other teams to manage workload balancing and clear backlogs efficiently.
- Participate in periodic reviews and provide input on process optimization and automation.
- Product & System Knowledge
- Maintain up-to-date knowledge of Etisalat products, services, workflows, and business systems (BCRM, Service Desk, etc.).
- Support cross-functional teams by sharing insights and assisting in training or onboarding as required.
- General Duties
- Ensure customer satisfaction through efficient, accurate, and timely order processing.
- Perform any other related duties assigned by the manager to support business goals and operational efficiency.
Experience
Qualifications & Experience
- 35 years of experience in Order Management, Service Delivery, or Back-Office Operations within the telecom or technology sector.
Key Skills & Competencies
- Strong understanding of order management systems and workflows (preferably BCRM).
- Excellent attention to detail, organizational, and multitasking skills.
- Strong analytical and problem-solving abilities.
- Effective communication and coordination skills across teams.
- Proficiency in Microsoft Office and familiarity with enterprise systems.
- Ability to work under pressure and meet tight deadlines.
- Customer-focused mindset with commitment to quality and accuracy.
