Position Title: Operations Manager - NICTBB
Reports to: Head NICTBB
Direct Reports: Commercial Officer – NICTBB
Technical Coordinator - NICTBB
Location: HQ
Objective:
This job seeks to ensure that the National ICT Backbone is efficiently managed and its business potentials are fully exploited and turned in service orders to meet Government’s interests and other stakeholders’ expectations interest as per the signed Memorandum of Understanding with the Government
Key Duties and Responsibilities:
17. To identify customer needs and ensure that demand forecast is done properly with the view to develop realistic sales plans, revenue projections and rollout plans.
18. To develop and implement effective and continuous customers’ interface and interaction mechanisms to achieve high customer satisfaction and retention
19. To build and sustain effective interfaces and work relations with the Government, licensed telecommunication operators and other key stakeholders of the National ICT Backbone.
20. To ensure that customers’ information are protected and kept with high level of confidentiality and are not divulged to third parties so as to maintain customers’ confidence and trust in the manner and operations of National ICT Backbone
21. To prepare periodic National ICT Backbone performance reports in order to keep TTCL’ Senior Management informed of key successes and challenges encountered for remedial actions and or decision going forward.
22. To manage, handle and ensure that all matters relating to orders and service provisioning, bills payments, billing disputes resolution and faults clearance are timely attended to.
23. To constantly liaise with Business Centers across the company in order to guide, facilitate and support them to provide timely and excellent services to the National ICT Backbone customers in their respective centers.
24. To prepare and timely submit to the Head National ICT key reports and critical information and issues that require the attention and or decision/solution by the Management and or the Government
25. To address performance capability issues within the unit and ensure employees are actively involved in continuous learning and development that enable the department meet the current and anticipated human resources performance requirements
26. To practice transparency and sound business culture that fosters TTCL’s corporate image, values, accountability, and good governance at all levels of operations within the unit.
27. To be accountable for the performance of the employees under unit including setting performance objectives, conducting regular performance reviews and providing feedbacks, coaching and mentoring to maximize employees’ job satisfaction.
28. To monitor and control costs and expenses within the unit and ensure efficient usage, management and security of resources under the National ICT department.
29. To implement and exercise delegated authorities and any other instructions and directives as may be issued by the Head of department from time to time.
Key Accountabilities:
1. Development of sound and implementable National ICT Backbone sales and marketing plans and strategies
2. Establishment and implement an effective accounts management and service order handling processes, procedures and guidelines
3. Implementation follow-ups and management of the service level agreements between the department and customers/other operators or stakeholders
4. Billing and revenue collection from customers
5. Establishment of effective interfaces and customers relationship management mechanisms with various stakeholders within and outside the company
6. Timely reporting of issues that require immediate attention and or decision by TTCL Management and or Government
7. Management, utilization and security of the National ICT and TTCL resources and assets under the unit.
8. Human Resources capacity building and succession planning.
Key Profile/Competencies:
• A University degree in Sales/Marketing/Business Administration/ Telecommunication Engineering or equivalent qualifications from a recognized institution. Post graduate qualifications will be an added advantage
• Three (3) years experience in telecommunication/ICT industry two (2) of which should be in supervisory level.
• Excellent interpersonal, communication, analytical and negotiation skills with clear understanding of the telecom industry sales management.
• Business acumen with the ability to focus on results and provide innovative ideas and solutions
• Ability to guide, interface and provide direction to a number of stakeholders
• A strong orientation towards results, with a proven record of performance.
• Ability to motivate and sustain effective team work
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Operations Manager - NICTBB
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