Zain is a leading mobile telecommunications provider in the Middle East and North Africa. Zain began life in 1983 in Kuwait, as Mobile Telecommunications Company (MTC), the region’s first mobile operator, and commencing with the initiation of our expansion strategy in 2003, we grew rapidly in both the Middle East and Africa through the acquisition of several mobile operators across the region.
In September 2007, MTC rebranded to Zain in order to better reflect our growing status as a leading multi-national mobile service provider with global aspirations. Zain was thus adopted as the Group’s corporate master brand. The Zain brand is at the heart of everything we do. It is a promise to our customers, it defines our vision and drives our focus within the company. Our brand was valued at over $2.4 billion by the Brand Finance Middle East Top 50 Brands annual report for 2021 that also ranked Zain as the second most powerful home-grown brand in the region with a brand rating of AA+.
In 2008 we became the 4th largest mobile operator in the world in terms of geographical presence, with operations in 15 African countries and 8 in the Middle East.
We continued on our journey of growth and development, and in March 2009, entered into a 50/50 partnership with Al Ajial Investment Fund Holding to acquire a 31% stake in Inwi, the third mobile telecom operator in Morocco.
By 2010, Zain had taken the strategic decision to focus on its highly cash generative Middle East and North Africa operations, investing in new growth opportunities in these markets. This decision led to the sale of 100% of Zain Africa BV (‘Zain Africa’) to Bharti Airtel Limited in June 2010 for the total consideration of USD 10.7 billion on an enterprise value basis.
This represented a bitter-sweet moment in our history as we were both proud of what we had been able to achieve in Africa, while at the same time humbled by the success and value Bharti Airtel identified in the operations on the continent.
The 15 countries that Bharti Airtel acquired from Zain in Africa were: Burkina Faso, Chad, Democratic Republic of the Congo, Republic of the Congo, Gabon, Ghana, Kenya, Madagascar, Malawi, Niger, Nigeria, Sierra Leone, Tanzania, Uganda and Zambia.
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Having exited Africa, Zain Group re-defined itself as a leading mobile voice and data services operator in the Middle East and North Africa, with a commercial footprint in 8 countries in the region. Today over 7,900 employees provide a comprehensive range of market-leading mobile voice and data services to a base of over 50.9 million active individual and business customers as of June 30, 2025.
We operate as Zain in Kuwait, Bahrain, Iraq, Jordan, Saudi Arabia, Sudan and South Sudan. In Morocco, Zain has a 15.5% stake in ‘INWI’, through a joint venture.
The company’s 4SIGHT strategy is centered on evolving Zain’s core telecom business to maximize value and build on the company’s numerous strengths to steadily grow standalone verticals beyond standard mobile services. Through this strategy, Zain is realizing its vision to enrich the lives of individuals and enable businesses with cutting-edge ICT and digital lifestyle services. 4SIGHT focuses on the digitization and optimization of Zain’s telecom operations to continuously realize efficiencies and unleash opportunities. The pillars of the strategy foster seeking value creation by better management of Zain’s assets as well as through a determined approach in identifying and capturing investment prospects. Since its inception, the 4SIGHT strategy has spawned several growth verticals. Each one of the pillars under the strategy has witnessed the birth of at least one strategic initiative that promises clear growth possibilities for the Group. Zain continues to refine its strategy in response to market dynamics.
Listed on the Boursa Kuwait, there are no restrictions on Zain shares as the company’s capital is 100% free float and publicly traded. The largest shareholders are the Kuwait Investment Authority with a 15.9% stake and Omantel with 21.9% stake.
JOB VACANCIES
ZAIN2198 – Customer Relationship ManagementZAIN2198 – Customer Relationship Management
About the job
About The Role The CRM Junior is responsible for supporting the CRM Senior in CRM implementations (collaboration, review and approval), acting as technical testing resource during applicable phases of the project lifecycle. Performing support functions for applications post-implementation (past go-live). Supporting and maintaining systems and applications under CRM to achieve Zain’s goals of customer satisfaction and speed to market.
Responsibilities Review, analyze and approve the design and development of vendor modules and CRM applications, collaborate with the vendor on the development and documentation of technical requirements for solutions to develop design documents based on agreed upon requirements
- Handover and transfer knowledge of new applications/services to the operations team and inform Zain users of changes to applications to ensure the proper transfer of information and knowledge
- Act as the testing resource during applicable phases of the project lifecycle (unit and integration testing) and perform acceptance testing for the new services/projects, software releases, upgrades and expansions and report status according to implementation plan
- Perform maintenance and administration of in-house developed applications to ensure that there are no drops in performance
- Perform second Level front-end application support to investigate and efficiently resolve trouble tickets and customer complaints
- Participate in evaluating and providing feedback for commercial concept papers and technical requirements and oversee pre-production and production environments for all systems to ensure the stability of systems and escalate risks to the concerned areas
- Perform all the above-mentioned roles and responsibilities in compliance to the Information Security Management System (ISMS) policies and report any information/physical security breaches or incidents to the supervisor/manager immediately
- Be aware of, and adhere to, all environmental requirements as set by the statutory bodies in Kuwait, or by the published policies of Zain Group/Kuwait
- Zain abides by fulfilling the occupational health and safety certificate requirements that establishes and maintains an OH&S management system that eliminate hazards and minimizes OH&S risks (including system deficiencies), take advantage of OH&S opportunities and addresses OH&S management system nonconformities associated with its activities
What We Need From You
- Ability to communicate, present and influence all levels of the organization
- Excellent verbal and written communications skills
- Proficiency in agile methodologies
- Knowledgeable in CRM systems
- CRM applications experience
- Knowledge of CRM support processes specific to the telecom industry
- Advanced Microsoft Office toolkit (Excel, pptx)
- Competency in SQL & Python is a plus
About Application Process If you meet the criteria and you are enthusiastic about the role, we would welcome your application. To complete the application you would need the following document(s):
- Resume/CV
- Passport-size photograph
- Highest Education Qualification
- Copy of Civil ID/Passport
ZAIN2166 – Network AssuranceZAIN2166 – Network Assurance
About the job
About The Role The Network Assurance Analyst is responsible for reviewing the operator’s network elements and operational systems and the implementation of controls to detect/prevent/mitigate errors affecting potential or generated revenue.
Responsibility
- Identify “risk”, operational and financial impacts relating to systems and network elements and facilitate the implementation of required controls to mitigate identified risks.
- Troubleshoot revenue programs and billing system parameters for accurate and proper billing set up and price rating accuracy.
- Carry out revenue assurance activities for revenue streams monitoring and follow up alarms raising by RA system and other controls assurance activities.
- Asses implemented controls for efficiency and effectiveness and develop and monitor KPIs for difference core areas of revenue streams
- Conduct review of revenue booking and conduct analysis of revenue and other important trends
- Participate in cross-functional teams to resolve revenue assurance and network assurance issues and develop/implement the necessary controls.
- Maintain Revenue Assurance department systems, system upgrades, software upgrades and hardware implementation.
- Engage in Zain’s general network projects and assess the impact of such project on RA functions and end customers.
- Perform acceptance testing for the new developed RA adapter, new software/application release or upgrades to ensure functionality and adherence to Zain’s standards.
- Work with vendors to implement, maintain and enhance revenue assurance initiatives throughout the business.
- Assure the integrity of RA system’s data and maintain the accuracy of the system’s reference data.
- Monitor the daily performance and usage trends generated by the revenue assurance tool.
- Perform cross-systems validation to assure systems synergy.
- Create, maintain, and enhance best practice standards in written evidence, analytical charts, and written reports/presentations.
- Document the department’s existing workflows and processes
- Perform all the above-mentioned roles and responsibilities in compliance to the Information Security Management System (ISMS) policies and report any information/physical security breaches or incidents to the supervisor/manager immediately
- Be aware of, and adhere to, all environmental requirements as set by the statutory bodies in Kuwait, or by the published policies of Zain Group/Kuwait
- Zain abides by fulfilling the occupational health and safety certificate requirements that establishes and maintains an OH&S management system that eliminate hazards and minimizes OH&S risks (including system deficiencies), take advantage of OH&S opportunities and addresses OH&S management system nonconformities associated with its activitie
What We Need From You
Skills
- Ability to communicate, present and influence all levels of the organization
- Expertise in revenue assurance systems
- Excellent understanding of network elements and their assurance within the telecom sector
- Understanding of modelling, financial accounting and reporting
- Ability to run deep dive analyses
- Experience with data mining, analytics, dashboards and problem structuring
- Understanding of SQL to query and manipulate large data sets for analysis
- Advanced MS Office skills (Excel, Word, PowerPoint, etc.)
- Clear ability to understand the dynamics of financial data to extract relevant information
- Excellent written and verbal communication skills
- Ability to analyze a situation and produce creative, original and useful solutions
- Understanding of designing KPIs, reports, dashboards
- Strong understanding of telecommunications products, trends and technology markets
Education Level & Major: Bachelor’s degree in computer engineering, Information Technology, Management Information Systems, or a related field
About Application Process If you meet the criteria and you are enthusiastic about the role, we would welcome your application. To complete the application you would need the following document(s):
- Resume/CV
- Passport-size photograph
- Highest Education Qualification
- Copy of Civil ID/Passport
ZAIN2236 – Transport NetworkZAIN2236 – Transport Network
ZAIN1635 – Contact Center AgentZAIN1635 – Contact Center Agent
ZAIN2182 – Prepaid Customer Value ManagementZAIN2182 – Prepaid Customer Value Management
ZAIN2165 – Asset Management SystemZAIN2165 – Asset Management System
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