Manager - Business Operations (Voice & SMS)

Purpose :

Objective of the role (Solution Intelligence & Technical Operations - System Admin, Routing Domain Voice & SMS)

- The admin is responsible to provide Tier 2 support to all RM/MM's for all route quality/system issues, creating and delivering training that upgrades the routing knowledge levels of all RM/MM/Buyers, work with other groups (Engineering, OPS, IT, Provisioning, ETC) to create short-term solutions to operational process and system issues that affect routing, highlight areas to address long-term process and \system development.

Responsibilities and Duties :

- Becoming Subject Matter Expert with internal software tools, processes & programs.

- Investigating queries from Suppliers, Sales Support, Market Managers, Account Managers, Route Managers, Carrier Relations, Dispute/Billing/Audit teams

- Work with development and support team on resolving system issues, bug fixes, enhancements, new business cases and UAT Testing

- Investigating and verifying system daily alert mails, such as Fraud alert, margin loss alert, dial plan-missing alert, MNP, LNP missing alert etc.

- Managing escalation whenever there is route or supplier failure by assisting FMGT.

- Collaborating with various teams for special project like new tool development, Routing Logic Improvements etc.

- Provide support to FMGT on fault reporting, enquiry and progress update.

- Supporting RM/MM in terms of in depth route investigation and call trace investigation.

- Evaluating existing routing activities and rolling out the documentation to all team.

- Managing CLI and FAS process and helping team to achieve their KRA's.

- Produce and distribute reports regarding, Margin loss, REGP weekly/monthly to various stakeholders.

- Following up with Sales & Carrier Relations on lost customers & supply acquisition needs.

- Handling the billing disputes with sales and customers.

- Handling escalation from customers and taking actions to resolve customer issues.

- Testing the quality of the routes and preparing customized reports (Daily/weekly/Bi-weekly/monthly).

- Handling the team and supporting them as and when required.

- Developing rapport with internal and external stakeholders.

- Managing and responding to large volumes of email correspondence.

- Participate in Sarbanes-Oxley Act and Internal audits.

- Managing and recording of KPI targets.

- Learning about Suppliers, Products and service levels.

- Providing training and demos as needed.

- Manage escalations and support the RM/MM team as when required.

- Manage access requests and maintenance.

- Provide support to offshore team.

- Updating the wiki documents.

- Support development team in terms of understanding the logic and completing the UAT before implementation.

- Sender ID Management.

Qualifications and Skills :

- B Tech with 4+ year of experience in Telecom Industry, preferable in Voice and SMS

- Independent, energetic, detail oriented, self-motivated with excellent administrative skills

- Strong proficiency with Microsoft Excel, and other Office programs

- Ability to follow through & take ownership of assigned responsibilities

- Good communication skills, both verbal & written, and strong interpersonal skills for interacting with stake holders, and various teams/levels of management.

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