AGM-BD Alternate Channels

Job Scope:

The Operations Manager role is mainly to implement the right processes and practices across the organization.The specific duties of an Operations Manager include formulating strategy, improving performance,and find ways to increase quality of customer service and implement best practices across all levels and ensure the revenues are increasing.

Job Responsibilities:

Improve Operational Management system

• Improve Operational Management by adopting best practices across industry and implement the same.

Perform quality controls and monitor production KPIs

• Strengthen Operational Excellence by benchmarking industry best practices and implementing relevant practices across the organization to improve efficiency, quality and customer experience.
• Drive Revenue Growth from Existing Products by closely tracking revenue performance and partnering with the Account Management team to identify and maximize incremental revenue opportunities.
• Ensure Proactive Customer Issue Resolution by supporting AMs in addressing customer concerns and ensuring timely closure with clear ownership and accountability.
• Identify and Develop New Business Opportunities by collaborating with AMs to understand customer requirements and translate customized feature/service needs into scalable solutions.
• Ensure Technology Readiness by working closely with the Circle Technology teams to proactively identify and resolve POI congestion and network-related challenges.
• Maintain Regulatory Readiness by staying abreast of TRAI directives, regulatory developments and industry requirements, and ensuring timely implementation across relevant functions.
• Drive Industry Collaboration by actively participating in COAI forums and building industry consensus on solutions and frameworks requiring collective implementation.
• Ensure Regulatory Compliance through Partners by engaging with technology partners to drive timely product development and enhancements required to demonstrate compliance with TRAI directives and regulations.
• Drive Strategic New Initiatives such as DLT-to-DLT integration and the Consent Registration Framework (CRF), creating new avenues for revenue growth, monetization and margin improvement.
• Translate Customer Requirements into Solutions by systematically identifying business needs, defining solution requirements and collaborating with relevant stakeholders to deliver scalable and commercially viable outcomes

Inputs forProductDevelopment

• Basis identified customer requirements, defining requirements fromproduct/ features perspective, and briefing the Technology/ IT teams/Tech Partners

Go To Market

• Direct Aggregator

Cross Function interactions/ People Skills

• Work closely with backend teams (RA, IT, Billing, CnC) to ensure the customer requests / issues are addressed.
• Interact closely with regulatory, legal, finance, customer support, technology, IT, billing, RA, sales etc - to guide, support and sustain theproductfrom various functional angles

Good to Have Skills:

• Experience in a management role with excellent communication skills.
• Experience in handling end- to-end operation of product
• Excellent English written and verbal communication skills
• Ability to work under pressure
• Able to multitask to manage multiple escalations
• Confident at presenting and talking to clients and vendors
• Problem Solving Skills

Qualification and Experience:

• Graduate from any university
• MBA will be an added advantage
• 8Years of Experience in similar field and similar industry
• Knowledge on A2P messaging/Firewall/ RBM- RCS
• Should have understanding of TCCCPR 2018

Key Result Areas:

1. Adopting Regulatory, Market and technology trends

1. Problem Solving & Customer CSAT
2. Managing Internal & External Customers
3. Managing End-to-End Operations of product
4. Interacting with various Tech-Partners
5. Manage relationships with key operations vendors