Role
Responsible for managing and driving operational activities and service performance for Wholesale Services, including 5G Wholesale (eMBB, Private Network, In-Building Solutions) and MVNO business.
Reporting to the Senior Manager, this role acts as the primary operational SME and coordination lead between internal stakeholders (Account Management, Network Operations, Network Roll-Out, IT, Finance) and external wholesale partners to ensure effective service delivery, operational efficiency, timely issue resolution, and alignment with operational and business objectives.
The role is also responsible for managing operational performance analysis, governance monitoring, SLA reporting, and commercial operational coordination (PO, invoicing, reconciliation, and collections), while driving operational process improvement and service enhancement initiatives to improve operational efficiency and service effectiveness.
The Day-To-Day Activities
1. Operational Management and Coordination
• Manage day-to-day wholesale operational performance and service continuity across 5G and MVNO services to ensure operational efficiency and issue resolution effectiveness.
• Act as the primary operational liaison and SME advisor for Account Managers on wholesale operational matters, service escalations, and operational issue resolution.
• Lead operational coordination, escalation management, and service recovery activities for network and IT-related issues with NOC and IT support teams.
• Manage and coordinate resolution of operational issues impacting partners, customer experience, and service performance to minimize operational disruption.
• Responsible for end-to-end operational monitoring, governance coordination, and SLA management for service requests, incidents, and escalations, ensuring compliance with operational requirements and service standards.
2. Stakeholder Management and Operational Coordination
• Partner closely with Account Managers to provide operational advisory support, coordination leadership, and service delivery management for wholesale and MVNO operations.
• Act as the key operational liaison with wholesale and MVNO partners on operational matters, escalations, and service performance coordination.
• Lead cross-functional operational coordination and issue resolution activities with Network, IT, Finance, and related operational teams to support service delivery continuity and operational effectiveness.
3. Performance Reporting and Analysis
• Develop, analyze, and manage operational and commercial performance reporting covering service performance, revenue tracking, operational KPIs/SLAs, complaints, and issue trends for 5G wholesale and MVNO services.
• Lead operational data analysis and conversion of operational data into structured reports and dashboards to support operational decision-making and management visibility.
• Provide analytical insights, operational recommendations, and performance observations to support operational and departmental decision-making.
• Identify operational risks, performance gaps, and improvement opportunities, and drive operational enhancement and corrective action initiatives.
4. Commercial & Financial Operations
• Manage and coordinate Purchase Order (PO) processing and operational billing support activities for wholesale and MVNO partners, ensuring accuracy, compliance, and timely execution.
• Lead billing coordination, invoice issuance activities, and reconciliation support in collaboration with Finance and operational teams to ensure billing accuracy and timeliness.
• Responsible for monitoring, reconciliation coordination, and maintenance of Statement of Accounts (SOA) to ensure completeness and accuracy.
• Manage collection follow-up activities, billing issue coordination, and payment tracking to support timely partner payments and operational cash flow management.
• Manage reconciliation activities and lead operational coordination for billing dispute resolution with relevant stakeholders.
5. Processes & Continuous Improvement
• Drive continuous improvement and operational enhancement initiatives for workflows between Account Management and Operations to improve service delivery effectiveness and operational alignment.
• Analyze operational inefficiencies, recommend process improvements, and support implementation of operational enhancement initiatives to improve operational effectiveness.
• Ensure compliance with internal governance requirements, operational controls, and documentation standards for wholesale operational processes.