Officer – Emtel Business Operations

The Officer – Emtel Business Operations provides operational and administrative support to ensure the smooth functioning of the Emtel Business segment. Reporting to the Operations Manager, the role is responsible for maintaining operational efficiency and ensuring data accuracy, among other.

Main Duties and Responsibilities:

• Maintain an up-to-date and accurate KYC database for all Emtel Business customers.
• Coordinate with departments to resolve customer-related issues promptly.
• Foster a customer-centric approach in operational activities to enhance satisfaction.
• Act as a key point of contact for escalated operational issues, ensuring timely resolutions.
• Assist in preparing forecasts and reports, including contributions to AOP strategies.
• Monitor departmental KPIs and ensure alignment with business objectives.
• Assign ESM tickets to the Technical team for service installations logged by Account Managers and monitor progress.
• Coordinate with the Account Director and Account Manager post-installation to confirm billing dates and trigger billing promptly.
• Archive all Customer Application Forms on SharePoint, ensuring completeness and accuracy.
• Maintain and update daily reports, including Orders (New, Upgrades, Downgrades, POCs), Billing, Churn, and Debit/Credit adjustments.
• Manage subsidy-related tasks for enterprise customers in the Mobile segment, ensuring proper documentation and adherence to established guidelines, including preparation of mobile agreements.
• Reconcile segment-specific revenue reports and share with Account Directors, covering all billing formats and adjustments.
• Support strategic initiatives to optimize operational performance and efficiency.
• Collaborate with marketing and technical teams for campaign alignment and operational excellence.
• Ensure CRM systems are consistently updated and accurate.
• Support in the allocation of accounts, targets, and the management of performance metrics, highlighting achievements and deviations.
• Develop, implement, and monitor operational processes to ensure efficiency and consistency across the enterprise segment.
• Provide data-driven insights to senior management for decision-making.
• Collaborate effectively with cross-functional teams to achieve common objectives.
• Contribute to the development of a high-performance culture by supporting team goals.
• Assist in the on-boarding and training of new team members. 

Required Qualifications and Experience:

• A minimum bachelor’s degree.
• 3–5 years of experience in a similar role, preferably within the telecommunications sector.
• Experience working with CRM systems and operational data management tools.

Required Skills and Aptitudes:

• Strong organizational and time-management abilities.
• Excellent analytical and problem-solving skills.
• High level of attention to detail and accuracy.
• Strong numeracy and reporting capabilities.
• Excellent interpersonal and communication skills.
• Proactive mindset with a collaborative and solution-oriented approach.

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Emtel Ltd reserves the right to call only the best candidates for interview and not to make any appointment following this advertisement nor to assign any reason whatsoever for accepting or rejecting any candidate.