Commercial Operations Senior Manager

A. PROFILE

Role Title: Commercial Operations Senior Manager
Reporting to: Commercial Operations Director
Division: Commercial Operations
Department / Section: Marketing

B. CONTEXT

Purpose: The primary purpose is to work 360° coverage of SIM registration and operations ensuring support through different channels for registration and compliance.
Context: Manage, support and monitor the customers' registration and documentation to be standardize and comply with guidelines from the government.

C. ROLE ACCOUNTABILITIES

The role of business analysts encompasses four key disciplines:

Leadership

• Be as a people manager of entire SIM registration operation team
• Lead the cross-functional and interdepartmental project delivery related SIM management, KYC, SIM lifecycle and numbering management
• Lead the day-to-day processes and policies improvement related to SIMs, numbering and KYC management

Understanding of Telecommunication Regulatory Environment

• Knowing the regulatory environment of telecommunication industry, understand the regulator's priorities and strategically approach and convince the regulator concerning with KYC compliance
• Internally prepare the customer database, lead the house cleaning of customer data not to miss the regulatory requirement
• Build the good relationship with multiple working levels of regulators and closely working to achieve the implementation of compliance guidelines

Long Term Objectives Oriented

• Long term and strategic understanding of systems, processes and people related to customer registration & keen to improve the processes
• Develop the team to be independently work to achieve the long-term and short-term goals
• Knowing the short and long term of risk to the company because of SIM registration compliance and proactively mitigate the risk exposure

Operations

• Manage and support the implementation of SIM registration projects by engaging with the agile team on delivery
• Manage UAT and friendly user acceptance programs for SIM registration and related systems implementations
• Work with on various stakeholders to ensure all issue escalated/reported on the escalation channels are resolved and update to have no impact on SIM registration and compliance
• Ensure SIM registration related system stability by escalation timely to the responsible team and ensure the fixing problems
• Lead the housekeeping of U9 customer database and reporting
• Manage the customer registration compliance for all available products, compliance auditing and awareness to customers, channel partners and dealers
• Manage the outsource team for required resource readiness, drive performance & welfare
• Manage customers' registration journey and communications
• Participate in diagnosing the strategic planning projects base on the analysis of company's strategic business needs
• Own the process and operations of company number management
• Owner of the vanity numbering, defining the SIM pricing by collaborating with product team

Cross-functional Collaborations

• Fulfilment of reports and data requirement as per regulatory requirement related to SIMs, KYC and Numbering
• Working closely with ICT, BI, Market Intelligent, Finance, Marketing for the processes and system implementations
• Collaborating with Sales & Distribution department to drive quality of SIM acquisitions and lead the training to front line S&D team concern with SIM compliance

D. KEY PERFORMANCE INDICATORS

• Compliance Management comprising of key activities such as SIM registration for Consumer
• Project management support for internal system implementation
• SIM registration and verification auditing, reporting
• Outsource team's productivity

E. WORKING RELATIONSHIPS & DECISION MAKING

Interacts with:
Internal: Across all departments within organization

External: 

• Work directly with a variety of external vendors in order to deliver various projects in line with business requirements.
• Business partners
• Outsourced agencies

Decision Making

• Registration processes
• Customer journey & communications

F. EXPERIENCE AND QUALIFICATIONS

Minimum Experience & Essential Knowledge

• A minimum of (5-8) years of experience in a similar technology industry environment.
• Excellent knowledge of systems and business processes
• Excellent communications skills in English, able to define and communicate as per business needs clearly and accurately
• Excellent experience in managing team and projects
• Excellent knowledge of Telco processes is essential
• Ability to work cross functionally to ensure end to end processes are respected and implemented
• Able to work within tight timelines and under pressure

Minimum Entry Qualifications

• Bachelor/Master's degree in business administration, technology or related discipline