Head Of B2B Operations & Customer Experience

ATOM

Kyauktada | Yangon

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Head Of B2B Operations & Customer Experience

ATOM, Kyauktada | Yangon

Head Of B2B Operations & Customer Experience

ATOM

Head Of B2B Operations & Customer Experience

ATOM

Myanmar - Yangon

Kyauktada | Yangon

29 Sep 2022

Experience level

Manager

Job Function

Sales, Business Development

Job Industry

Telecommunications

Min Education Level

Bachelor Degree

Job Type

Full Time

Job Description

A Big Opportunity for ...

Development/Implement Strategy and KPI for the department along with the management team.
Lead of team of Operation, Business Contact Center and CEX and Compliances/Audit by overseeing the daily activities and ensuring KPI’s- as given by the Management- are met.
Analyzing business requirements and implementing/simplifying/automating both internal and customer facing processes.
Involving in development of enterprise business portfolios and business solutions, especially in the areas of requirements definition, solution proposals, and technical assessment.
Ensure all processes, reporting and systems management is carried out in an accurate and timely manner.
Operation management of multi-channel business contact center including inbound, outbound, complaint management and 2nd tier call resolution, sale support call center and so on.
Owning IT/Digitalization Road Map and ensure all manual processes are getting automated (RPA), integrated with relevant system.
Ensure Business Contact Center is running efficiently by managing and tracking Call SLA, Cost per Call, CSAT, MTTR and so on.
Ensure appropriate communication and knowledge sharing to customers regarding the process and benefits of our products and services.
Managing End to End Collection management which are including Sending Notification, Collection and Dunning.
Managing and Engaging Payment Channels for all aspects of products by integrating with Banks, Payment Aggregators and Mobile Money Wallets.
Ensure all new acquisitions (Across all products) are successfully registered and complied with pre-defined compliance policies.
Operate in a manner that maximizes company profitability while reducing unnecessary costs of company operations, and in a way that reflects well on the image of the company.
Liaise with other departments/stakeholders to ensure effective operations of all aspects of B2B /Wholesale.
Cross functional co-ordination related to operation, with all functions. Technology, Sourcing, Supply chain, SG, MG as well finance and HR.

Open To

Male/Female

Job Requirements

7+ years of work experience within or across B2B operation, contact center, strategy consulting and business development.
Demonstrated track record of creating or managing complex strategic operation management.
Technology depth and breadth in the unified communications and/or data and AI domains. Highly credible with senior technologists, product leaders, and CxO audiences.
Strong numerical fluency, analytical problem-solving skills, and the ability to synthesize data from multiple sources to identify insights and drive high impact decisions.
Excellent communication, leadership skills with the ability to influence at senior levels without authority to drive executive buy-in and alignment.
Exceptional business judgement using strong strategic thinking, customer centricity and appreciation for execution / operational excellence.

What We Can Offer

Benefits

- Bonus entitlement
- Transportation arrangement
- Medical Insurance coverage
- Airtime Usage

Highlights