Manager/Senior Manager, Customer Registration Team Lead

Manager/Senior Manager, Customer Registration Team Lead

As part of Telenor Group, Telenor Myanmar is on a mission to connect people to what matters most to them by empowering the societies. Telenor Myanmar exists to make mobile services available and affordable to all people in Myanmar. We are serving more than 22 million customers, and our 4GSuperLTE+ network covers more than 92% of the country’s population. Our Team of highly competent and motivated employees are here to provide the customers with the power of digital communication, enabling them to improve their lives, build societies and secure a better future for all.  
 

Job scope

This position is to Lead and manage CAF agency activities in performing end-to-end processing life-cycle, effective and cost-efficient operations, and performance evaluation of outsourced vendors.

Principle Accountabilities:

• Work with relevant stakeholders on Customer Registration Channels such as self-care and Partner App to be simplified and improved as needed
• Work with relevant stakeholders in order to execute the new regulation (if any) coming from Post & Telecom Department  
• Manage the execution service quality assurance of outsourced vendor/, to ensure the quality of services provided meet the agreed SLA and to identify improvement opportunities resulting from monitoring process 
• Review the overall processes to be customer-centric by identifying improvement opportunities as well as ensuring optimization and effectiveness of business operations
• Lead the delivery of new initiatives which are in line with overall Customer Care Strategy
• Provide guidance and direction to junior members, identify risks and determine how to approach and complete their assigned tasks
• Review assignment completed by junior members to ensure integrity and accuracy of work conducted as needed
• Open to new challenges and pro-active in executing ad-hoc activities
• Be accountable for other tasks assigned by immediate superior

Required Education & Experience:

• Bachelor or higher degree in Marketing, Business Administration or related
• 7 years of experience in marketing or customer service with minimum 5 years' experience in managing outsourced vendors in same capacity. Previous work experience in Telecom industry is preferred.
• Ability to monitor end-to-end vendor operations
• Experience in managing a team and proven leadership skills
• Good customer service and problem-solving skill, positive attitude and flexibility
• Good communication skills and people management skill
• Able to communicate well in English and computer literate

Language requirement: Myanmar, English 

Telenor Myanmar offers a compensation package with a highly competitive base salary, a performance bonus, relevant allowances, and inclusion in Telenor’s insurance programs for employees.
Since Telenor encourages lifelong continuous learning, as an employee of Telenor you will have access to a vast online learning library to your disposal to develop your competence. As part of a global company, you will  learn from global industry experts as well as senior local managers.
Telenor’s head office which is located at Sule Square in the heart of Yangon is assembled on flexible and activity-based workplace environment promoting agility and innovation. Telenor Myanmar workspace includes open areas, library, cafeteria, modern meeting rooms, hot desks, agile zones, play/game room and one of the best views of the city.  
We believe in a healthy and safe work environment, and offer flexible working hours and access to ferry transpo