Assistant Manager Consumer Postpaid – Systems, Processes & Policies
Telenor Pakistan
Pakistan, Islamabad
5d ago

Employment Type : This is a full time-Permanent role

Location : Islamabad

Last Date to Apply : 20th June 2021

About the Role :

Position is related to Consumer Postpaid Segment Value Chain, Servicing, Processes & Policies end. You will be the key driver of ensuring Customer Experience / Servicing in B2C Segment.

Your Impactful Goals will Include :

  • Creation / Custodian of Consumer Postpaid Process and Policies
  • Increase Postpaid Collections & Manage Bad Debts
  • Responsible for complete process and policies of B2C segment covering new sale, bad debts, number termination, golden number and fraud with a core focus to make the customer experience better
  • Establishing controls pertinent to products to ensure smoother experience and averting any change of exposure
  • Establishing control at Customer Care end to ensure tracking of performance KPIs Connectivity percentage, sale percentage, churn retention percentage, per agent KPIs tracking
  • Liaison with Customer Care team for all sort of processes pertinent to back end team (In bound & Out bound) for better servicing of the customers landing on call center
  • Information rollout of all newly launched products along with comms of changes in existing products towards cross functional team
  • How Your typical day at work will look like :

  • Business Manager for Technology / Vendor based projects in Postpaid Consumer Unit.
  • Responsible for creation of all business policies & processes (internal / external)
  • Building governance framework for Sales / CCD Team (Tele Sales / Franchise Sales / Digital Sales)
  • Establishing control pertinent to products to ensure smoother experience and averting any change of exposure
  • Requirement gathering and implementation of System Changes (CRs) configurations and development with Technology Teams
  • Ensuring Smoother Postpaid Consumer Collections and Bad debt management.
  • Establishing control at CCD end to ensure tracking of performance KPIs Connectivity percentage, sale percentage, churn retention percentage, per agent KPIs tracking
  • Education :

  • Masters / bachelor in Engineering or business administration or related fields.
  • Work experience :

  • 5+ years of work experience
  • Experience in product development, policies, governance and customer servicing / experience management.
  • Experience in analysis of business trends / monitoring of KPI related to Business area & Customer Services
  • Functional / Knowledge Areas :

  • Strong communication skills and ability to get things done which are dependent on other teams.
  • Good knowledge of executing campaigns via OSP Partner (Call Centre).
  • Critical thinking to ensure full proof policies roll out
  • Ability to gather information and perform root-cause analysis.
  • Proficient in creative MS Powerpoint presentations.
  • Potential Career Path :

    This role can give you an opportunity for a vertical or horizontal growth within Consumer Segments, Customer Care Division, Product development and Digital Domain

    Why should you join Telenor?

    At Telenor Pakistan, we provide you the platform to work in a challenging and rewarding environment to become a skilled professional in your chosen field of interest.

    As one of the top employers of the country, we enable you to realize your dreams in a collaborative environment of diversity and openness to new mindsets.

    As an equal employment opportunity provider, Telenor Pakistan makes all decisions of employment purely based on merit. As an equal employment opportunity provider, Telenor Pakistan makes all decisions of employment purely based on merit irrespective of race, caste, gender, creed, color, religion, sex, national origin, or disability.

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