Head of Customer Operations
VEON-BANGLALINK, Bangladesh
Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Jul 4, 2022
Last Date
Aug 4, 2022
Location(s)
Job Description
Job Responsibility: · Formulate company strategies regarding customer data management (including end to end process of SAF/ETSAF, Corporate BTRC Documentation management and validation) to achieve the company objective of being compliant and customer obsessed· Manage operation of SAF/ETSAF archiving process as per BTRC guideline, own and drive customer documents management system at per with country’s regulatory policy, requirements and whenever applicable exceeding the standards· Transform physical SAF and warehouse management approach aligning with regulator to bring operational efficiency and drive continuous improvement into the value chain· Implement Audit / AMTOB or Regulatory project and convert BTRC Directives into commercial processes and implement accordingly for all sales amp; service channels· Lead continuous proactive improvement of Biometric Governance Model to secure competitive edge for the company in terms of customer onboarding process simplicity· Lead to establish a rigorous escalation process, elimination of Root Causes related to escalated complaints, take corrective measures and continuous monitoring to avoid regulatory penalties· Devise effective framework for Biometric problem resolution and establish technical, safety and quality standards for proper vendor compliance· Ensure strong relationship with BTRC and relevant stakeholders with continuous follow up and escalation of issues to regulatory bodies where and when applicable· Take lead in establishing greater collaboration within the industry though AMTOM and/or other forum engagements for betterment of telecom customer onboarding processes and experience · Provide proactive advice and counsel whenever necessary to BTRC for best solutions which are beneficial for Banglalink, industry and the telecom customersRequired Academic Qualifications· Bachelor’s Degree in relevant field from any UGC Approved University· Master’s Degree is preferred
Required Experience· 5+ years of experience in Telecom industry· Experience in Telecom sales amp; distribution and/or customer data management and/or product amp; pricing and/or corporate regulatory affairs will be preferred·3+ years in leadership roles leading FTEsRequired Knowledge amp; Skills· Experience of leading large techno commercial projects· Knowledge and experience with Agile delivery methodologies· A proven resource in collaborating with teams· Strong communication and presentation skills, including English fluency· Result driven and solution-oriented mindset· Ability to prioritize in multi-tasking and muti project environment· Passion for customers (be it internal amp; external)· Self-motivated and proven ability to perform well under pressure· Telecommunication / any existing operators i
Required Experience· 5+ years of experience in Telecom industry· Experience in Telecom sales amp; distribution and/or customer data management and/or product amp; pricing and/or corporate regulatory affairs will be preferred·3+ years in leadership roles leading FTEsRequired Knowledge amp; Skills· Experience of leading large techno commercial projects· Knowledge and experience with Agile delivery methodologies· A proven resource in collaborating with teams· Strong communication and presentation skills, including English fluency· Result driven and solution-oriented mindset· Ability to prioritize in multi-tasking and muti project environment· Passion for customers (be it internal amp; external)· Self-motivated and proven ability to perform well under pressure· Telecommunication / any existing operators i
Job Specification
Job Rewards and Benefits
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VEON-BANGLALINK
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