Customer Registration Manager

About the role

The Customer Registration Manager will oversee the implementation of TDRA policies for mobile and POS registration, ensuring compliance, operational efficiency and a seamless customer experience across all sales points in Dubai. The role involves leading digital transformation initiatives, managing daily registration issues, and coordinating with regulatory authorities to maintain high service quality. Reporting directly to senior management, the manager will drive process improvements and support the rollout of new digital tools.

Key responsibilities

• Lead development and implementation of regulations and system updates to meet TDRA mobile registration policy requirements.
• Communicate TDRA mobile registration policies throughout the organization to ensure compliance at all sales points.
• Design and deliver training programs on TDRA RRMC 2.1 policies and exceptions for sales agents.
• Analyze issues, create corrective plans, and coordinate with TDRA and other authorities to prevent violations.
• Manage daily registration issues and complaints from sales points, contact centres and social media, ensuring timely resolution.
• Enforce customer data standards, resolve quality issues and suggest system improvements to maintain high service quality.
• Prepare and submit accurate reports to TDRA and security agencies.
• Investigate and respond to public prosecution letters related to mobile registration on behalf of Etisalat.
• Direct TDRA POS registration projects and maintain system controls.
• Organise customer registration support processes to improve satisfaction and expand renewal channels.
• Oversee rollout of new digital tools and processes to boost efficiency and service quality.

Required profile

• Bachelor’s degree in a relevant field.
• Minimum of 10 years of related experience.