Job Description

Career Level: Mid-Career

Job Purpose

To provide timely and accurate operational support to the regional teams for franchise management. This includes the complete lifecycle of franchise operations such as induction, replacement, termination, credit issuance/clearance, and security cheque management.

Key Responsibilities

Manage all franchise cases including new inductions and replacements. Responsibilities include scheduling interviews, initiating commercial committee processes, preparing agreements, and handling token device management.
Process final settlements for resigned or terminated franchises in coordination with Finance and Regional teams, ensuring completion within defined SLAs.
Facilitate issuance of warning and penalty letters through the Legal department after obtaining RGM approvals and regional requests.
Coordinate with Finance to issue weekly and holiday credits (ZL, MBB, handsets, scratch cards, and alternate channels) as per regional requirements.
Lead the annual new cheque activity in collaboration with Regional, Finance Treasury, and Legal teams, ensuring all franchise cheques are properly approved and updated.
Ensure strict follow-up with regional teams for timely clearance of all assigned credits, including weekly, Eid, and special holiday credits.
Continuously enhance operational systems and processes through automation or refinement initiatives to improve efficiency.
Collaborate closely with Finance, Legal, Regulatory, and IT departments for smooth operational execution.
Provide support in internal audit and fraud management investigations, ensuring factual feedback and compliance.

Eligibility Criteria

Education

Bachelor’s degree required.
Master’s degree in Business or a related field will be preferred.

Work Experience

Preferably up to 3 years of relevant experience in sales operations or franchise management.

Core Skills (Generic)

Strong sense of ownership
Excellent follow-up skills
Team management capability
Effective problem-solving
Strong interpersonal & communication skills
Self-motivated and confident
Time and stress management

Job-Specific Skills

Strong understanding of the telecommunications sales ecosystem
Hands-on expertise in sales operations
Deep knowledge of process development, risk mitigation, and operational controls