Head of Customer Operations
Job Description
Title: Head of Customer Operations
Company Name: Banglalink
Vacancy: Not specific
Job Location: Anywhere in Bangladesh
Employment Status: Full-time
Educational Requirements:
∎ Bachelor's Degree in relevant field from any UGC Approved University
∎ Master's Degree is preferred
Experience Requirements:
∎ At least 5 year(s)
Job Responsibilities:
∎ 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 & 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 customers
Additional Requirements:
∎ 5+ years of experience in Telecom industry
∎ Experience in Telecom sales & distribution and/or customer data management and/or product & pricing and/or corporate regulatory affairs will be preferred
∎ 3+ years in leadership roles leading FTEs
∎ 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 & external)
∎ Self-motivated and proven ability to perform well under pressure
∎ Telecommunication / any existing operators in the country
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 9 Jul 2022
Company Information:
∎ 26 Jun 2022
∎ Banglalink
∎ Address : Tigers' Den, Plo 4, SW (H) Gulshan Avenue, Gulshan, Dhaka-1212
∎ Business : Wireless Telecommunication
Category: IT/Telecommunication
:
Source: bdjobs.com
Deadline Expired on 9th Jul 2022
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