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Planning Sr. Analyst

Aggregate function:  Commercial
Business Area:  Local Commercial Operations
Posting Country:  Egypt
Date Posted:  7 Oct 2025
Full Time / Part Time:  Full Time
Contract Type:  Fixed Term Contract

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Role Purpose:

Act as the decision support function for the Customer Care department and will be Responsible for Customer care short- & long-term planning, analysis and ensure alignment and integrity with strategic directions of the department for Vodafone Egypt, Vodacom & Vodafone group.

Key Responsibilities:

Planning & Forecasting
• Provide reports, assumptions and support to create financial plans of customer Care short- & long-term operation planning, annual and quarterly required (headcount, seating)
• Provides all financial and HC analysis requested by the customer care operational management.
• Report on debt collection performance & bad debt performance against budget.
• Build and maintain models for controlling and measuring customer care expenditures against agreed on targets.
• Analyze the actual results against budgets and forecasts and long-range plans. 
• Perform budget review activities, update HC assumptions, operational requirements and trends and commit to budget cycles timelines.
• Identify key risks and opportunities that may raise during the forecasted period. 
 Customer Care Annual & Quarterly Operating Budget Forecast
• Highlight risks in meeting customer care operational expenses targets through spotting areas of overspending or challenging performance
• Support producing financial analysis by reporting, updating and validating actual trends.
• Monthly governance for all CARE line items in terms of OpEx cost, Direct cost, CAPEX and HC commitment in line with the targeted FY plan.
• Provide analysis to support understanding customer care financial performance against targets/budget.
• Responsible for proposing cost reduction opportunities with proper recommendations.
 Service Support
• Assess all new service models across CARE while discussing the launch with all stakeholders.
• Focal point between customer care and Vodacom & VF group requirements by interacting& discussing all needed figures and deliveries.
• Develop headcount and seating plans for existing and new accounts.
• Design and govern manage service invoicing and ensure to align all stakeholders with the results.
• Decision making for managed service discussion and way forward.
 Business Cases
• Supports the preparation of business cases by engaging with relevant stakeholders.
• Responsible for having all needed insights before circulating the business case to customer care director to sign it. 
 Communication
• Partner with staff (e.g., Tribe, Training, HR, Finance, technology, BI Reporting) within and across sites to identify business opportunities based on analysis of reports. 
• Maintain excellent communication with all stakeholders, managing their expectations and ensuring delivery on agreed time plans
• Analyze, develop action plan, and resolve service delivery and/or service level issues

Key Accountabilities:

• University degree in commerce, Business Administration, or Accounting is Preferred.
• 2-4 years of experience in reporting, statistics or financial analysis.
• Proven record of work experience in similar field / industry Worked for many areas in customer care and have background on most of their roles.
• Excellent command of computer use (Excel, PowerPoint, Access).
• Statistical software experience is a must.
• Advanced analytical and data interpretation skills.
• Solid knowledge of relational databases, decision support system and different types of reporting tools (Business Object).
• Excellent presentation & communication skills both in Arabic and English.
• Ability to manage and coordinate multiple activities under tight timeframes, while maintaining professional standards.
• Objective focused.
• Excellence mindset striving to exceed expectations.
• Drive towards continuous development and improvement. 
• Highly motivated self-starter who can drive changes.
• Ability to work under high pressure & with minimal supervision.

Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

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