
Operations Excellence Manager
2 days ago
We are seeking a detail-oriented Business Operations Specialist who will ensure seamless client onboarding, coordination with telecom operators, and monitoring of messaging traffic to support operational efficiency and client satisfaction.
Key Responsibilities:- Cross-Functional Collaboration
- Coordinate end-to-end client onboarding by gathering information and technical requirements, provisioning accounts, and ensuring seamless internal coordination for a smooth customer experience.
- Provide support to customers during account configuration, assisting in issue resolution to ensure successful integration and traffic initiation.
- Monitor traffic post-onboarding to analyze performance trends and provide early-stage support.
- Traffic Management
- Track monthly traffic targets received from internal stakeholders and break them into weekly and daily targets, ensuring to monitor and achieve the targets.
- Telco Liaison
- Coordinate with telecom operators and connectivity partners for additional capacities and obtain RFPs.
- Work closely with telco account managers to follow up and resolve long-pending technical, commercial, or operational issues in a timely manner.
- Reporting & Analytics
- Publish daily performance reports of clients for review, routing deviations.
- Monitor the traffic from customers, identify and analyze the reasons for traffic growth or dip, and highlight them with the sales team for corrective action.
- Identify potential opportunities and publish them.
- Process Enhancement
- Work closely with other departments, including development, sales, and quality assurance to ensure a seamless customer experience.
- Documentation Maintenance
- Create and maintain detailed and accurate documentation of SOPs for regular operations.
This role involves cross-functional collaboration with Sales, Technical, and Partner teams, both domestic and international. The ideal candidate will have excellent communication skills, be highly organized, and possess a strong analytical mindset.
The selected individual will contribute to enhancing the efficiency of the support team, ensuring smooth onboarding of clients, and maintaining seamless coordination with telecom operators.
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