Team Leader Enterprise Complaints

edara; Dubai; On-site; AED 300,000 - 480,000; Full time

Job summary

edara is seeking a seasoned operations professional to manage enterprise complaint resolution and SLA governance from its Dubai operations. You will coordinate with NOC, provisioning, billing, and sales teams to resolve high-impact issues across MPLS, VPN, and SD-WAN services.

The role requires 3–5 years in enterprise B2B operations with supervisory experience, strong English (Arabic desirable), and proficiency with CRM and data analytics tools.

Qualifications

• Bachelor’s degree in Business Administration, Telecommunications, IT, or related field.
• Professional certifications in ITIL, Six Sigma, or customer experience management are an advantage.

Responsibilities

• Lead resolution of complex enterprise complaints across MPLS, DIA, VPN, and SD-WAN services.
• Serve as primary escalation point for P1 and P2 incidents; coordinate with NOC, Field Ops, Provisioning, Billing, and Enterprise Sales teams.
• Engage with enterprise customers during high-impact escalations to provide updates and support retention.
• Govern SLA compliance, monitor penalties, and report revenue leakage.
• Perform root cause analysis and drive process improvements to reduce complaint volumes.
• Lead system transformation and UAT to ensure zero customer impact.
• Train and mentor teams on new systems and processes to improve efficiency and customer experience.
• Ensure compliance with TRA/TDRA and internal policies; audit readiness.

Skills

Executive communication

CRM proficiency

Data analytics tools

Excel & PowerPoint

English proficiency

Arabic proficiency

Stakeholder management

Team leadership

Education

Bachelor’s degree in Business Administration / IT / Telecommunications

Tools

CRM platforms

Enterprise ticketing systems

Data analytics tools

Job description

Key Accountabilities

• Lead the resolution of complex enterprise complaints related to: network outages and performance issues across MPLS, DIA, VPN, IPLC, and SD-WAN services; billing discrepancies; service activation and provisioning delays; and chronic fault cases.
• Serve as the primary escalation point for priority enterprise cases, including P1 and P2 incidents. Coordinate closely with NOC, Field Operations, Provisioning, Billing, and Enterprise Sales teams to ensure timely resolution.
• Engage directly with enterprise customers during high-impact escalations to provide assurance and resolution updates. Partner with Enterprise Account Managers to support customer retention and service recovery efforts.
• SLA Governance & Revenue Protection
  • Ensure full compliance with contractual SLAs and enterprise service agreements. Monitor adherence to enterprise SLAs and proactively manage potential penalty risk exposure.
  • Track and report on complaint-driven revenue leakage (credits, penalties, churn) and implement corrective measures to protect enterprise revenue.
  • Prepare concise executive summaries for major incidents and escalated cases for senior management and enterprise account teams.
• Root Cause Analysis & Process Improvement
  • Conduct root cause analysis for chronic and repeat complaints to identify underlying issues across network, provisioning, and billing processes.
  • Identify recurring gaps in network, provisioning, and billing processes that drive customer complaints. Recommend and implement process improvements to reduce complaint volumes and enhance service quality.
  • Support automation and digital case management initiatives to improve efficiency and customer experience.
• Ignite Program & System Transformation
  • Manage the Ignite function, including customer migration activities (D1 and D2 launches) and R2 base migration. Support new customer onboarding on transformed platforms.
  • Lead UAT and quality assurance during system transitions, ensuring zero customer impact. Monitor the transition between systems and perform quality checks.
  • Train and mentor 400+ agents on new systems and processes implemented through the Ignite program.
• Compliance, Audit & Reporting
  • Ensure compliance with all relevant telecom regulatory requirements (TRA/TDRA) and internal policies. Support audit readiness and compliance reporting requirements.
  • Ensure that audit actions and recommendations from the Board of Directors, TRA, and Internal Audit teams are delivered within deadlines.
  • Maintain accurate and up-to-date case documentation within CRM and ticketing systems.

Qualifications

• Bachelor’s degree in Business Administration, Telecommunications, IT, or related field
• Professional certifications in ITIL, Six Sigma, or customer experience management are an advantage.

Experience

• Minimum 3–5 years of experience in enterprise/B2B customer operations or complaint management within the telecommunications sector, including at least 2 years in a supervisory/team leader role
• Experience with enterprise network services (MPLS, VPN, SD-WAN) and B2B SLA management is essential
• Experience managing offshore teams is highly desirable

Skills

• Excellent command of English language (written/spoken)
• Arabic language proficiency is highly desirable
• Proficient in CRM platforms, enterprise ticketing systems, and data analytics tools
• Advanced Microsoft Office skills (Excel, PowerPoint)
• Strong analytical thinking, root cause analysis, and problem-solving capabilities
• Excellent stakeholder management and executive communication skills

Competencies