Overview
Planning & Customer Care Manager – Shared Services Jobs in Dubai, United Arab Emirates at ENOC
Title: Planning & Customer Care Manager – Shared Services
Company: ENOC
Location: Dubai, United Arab Emirates
Purpose of the Role:
The role leads budgeting, financial planning, service performance, and customer care for ENOC’s Shared Services Centre (SSC). It ensures services are efficient, cost-effective, and aligned with customer expectations. The manager also drives continuous improvement, automation, and collaboration across departments.
Key Responsibilities:
Planning & Budgeting
Prepare SSC’s annual budget and business plan.
Estimate service volumes, set cost-recovery mechanisms, and monitor usage.
Track and analyze expenses, recoveries, and financial performance.
Performance Management
Set performance targets and KPIs for SSC teams.
Prepare quarterly reports and recommend improvements.
Align internal processes with best practices.
Customer Experience & Service
Build strong customer relationships and regularly collect feedback.
Lead service improvement initiatives.
Ensure all services meet agreed standards and timelines.
Governance & Communication
Support SSC leadership with data and analysis for better decision-making.
Promote a customer-centric culture through training and awareness.
Ensure compliance with SSC policies and service standards.
Required Experience & Qualifications:
Bachelor’s degree in Business Administration.
6–8 years of experience, ideally in oil & gas or shared services.
Experience in financial analysis, customer service, and process improvement.
ISO or QMS certification is preferred.
Balanced Scorecard (Kaplan-Norton) certification is an advantage.
Key Skills:
Strong analytical and problem-solving skills
Excellent communication and stakeholder management
Strategic thinking and ability to lead change
Budgeting, forecasting, and reporting
Customer service excellence
