Purpose: The Service Operations Manager oversees a team of service operations and manage the day to day operations on activations, billing, collection and some other service management activities and support for Enterprise customer which cover Mobile, Fixed line (DIA), manage service, business solution and Supernet (FTTH).

ROLE ACCOUNTABILITIES

Overview:

Essential Job Functions

• Lead a team of activation, billing, collections and managing the daily activities and ensuring that KPI’s – as given by Management – are met.
• Ensure billing process is carried out in an effective and timely manner with no delays to impact Customer Experience. And communicates effectively with customers and resolves any billing related queries.
• Ensure collection and banking processes are executed in an effective and timely manner for Enterprise customers.
• Ensure the operations support team is able to support Enterprise products, Mobile – Voice/Data - and ICT services, as provided by The Company.
• Assist Account Management team look after key accounts, ensuring all billing and collection issues are resolved in an effective and timely manner.
• Ensure team members are trained and developed and are always up to date with technology requirements of their positions.
• Ensure all processes, reporting and systems management is carried out in an accurate and timely manner.
• Ensure process correction and auditing is in place for inventory such as SIM cards, devices, top up etc. or any related stocks held.
• Ensure all customers payments received with no delays impacting Customer Experience.
• Identification of automation opportunities to reduce manual interventions (billing system transition, operation process automation)

Enterprise Customer Engagement and Relationship Management

• Conduct after-sales customer visits to proactively and regularly engage with Enterprise customers to ensure needs and expectations are continuously being met
• Attend local enterprise and associated events as requested with partners and customers and maintain relationship with enterprise team members.

Non-essential Job Functions

• Have an in depth knowledge of the Ooredoo ERP and Billing/CRM systems so as to trouble shoot effectively when an issues occur.
• Ability to report to multi managers for operational and administrative deliverables
• Liaise with cross functional departments to ensure effective operations of all aspects of Enterprise / Wholesale service provision.
• Attend Management meetings as requested by management senior management.
• Develop themselves – both in their technical knowledge and personal sales and leadership skills.
• Identify and develop their replacement.
• Other tasks asked of you by management that are reasonable and appropriate.

Minimum Entry Qualifications

• A graduate from university

Minimum Experience & Essential Knowledge

• Minimum 5 years of experiences in payment, billing & collection
• Previous leadership experience in B2B support team environment, working with expat international managers and engaging - one on one - with high level expat / international commercial clients.
• Competent in Microsoft office and expert ability to data mine in a nonspecific data base.
• Competent in English speaking