Job description

KEY ACCOUNTABILITIES & ACTIVITIES

  • Functional
  • Manage the service design for carrier services covering Voice, SMS, Signaling and IPX with the respective technical team.
  • Manage and delivery the carrier services related projects End to End.
  • Supervise identification of technical requirements resulting from contracted products and coordinate with Marketing, Business Relations, Technology unit in Defining/designing network interconnection points and technical solution delivery plan.
  • Work with the vendors for integrating the various platforms.
  • Identifies gaps between service delivered and customer expectations and works closely with the relevant stakeholders to address the gaps.
  • Provide weekly/monthly/annually reporting to the general manager and upper management (when required).
  • Work with the upper management in defining the various strategy with regards to group operation, policy, and procedures.
  • Ensure all services are delivered to wholesale clients through operations unit or even through WBU directly
  • Customer
  • Manage Customer relationship when it comes to service delivery and service assurance.
  • Closely monitor and ensure successful delivery of tailored solutions to client needs by relaying client service requirements and follow up with the various internal units.
  • Ensure customer satisfaction is achieved in line with the corporate strategy and customer satisfaction index.
  • Financial
  • Ensure adherence to operating budget of Service Management and Customer Care department.
  • People
  • Support in developing talents within the team by providing consistent coaching, training, direction and support to the team members.

 

 

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