Position: Unit Head

Department: Commercial

Section: Customer Service & Operations

Unit: Channel Support & Subscription Management

Requirement: 1

Duty Station: Currently at Kathmandu, however can be anywhere in Nepal as per business needs and future requirements

Purpose:

Management of smooth functioning of backend support to frontline, sales and channel partner with high priority.

Maintain a high level of end-customer experience amongst the Ncell retailer channels to drive Ncell brand advocacy from them and also drive operational efficacy out of cross-function collaboration.

Main responsibility areas:

• Analyze the daily reports and perform the trend analysis to provide improved insights to the front ends.
• Perform periodic audits to ensure SOP is being followed/ maintained.
• To run/manage 24/7 support to channel partners. Additionally, also make sure on quality aspects on retailers – both sales & service.
• Perform the scheduled process to make sure the functional procedures and policies are implemented.
• Create procedures for proper communication of information with the vendor/partner
• Monitor the overall performance of the data entry partners and control their activity based on error-free customer profiling and customer privacy.
• Run strict control on data entry monthly closing timeline in order to support commission team for timely release of commission for channel partners
• Monitor the overall performance of the data entry partners and control their activity based on error-free customer profiling and customer privacy.
• Close coordination with key cross-functional units by way of attending functional meetings to understand business focus areas and execute plans accordingly for process optimization.
• Effective communication within the team ensuring all required information is cascaded to all team members for effective performance
• Plan, organize, delegate and follow up work and duties. Secure proper working conditions, motivation and co-operation within the function. Ensure that employees have full understanding of company rules, regulations, values, processes and policies and follow-up employee behavior accordingly.
• Ensure smart spending of customer service function budget.
• Regularly monitor the business operations ran by business partners.
• Ensure they govern the Ncell policies in their operation.

What we offer:

International Working Environment, Performance Management Process, Internal Opportunities, Ncell Academy, Trainings, Work – Life Balance, Flexible Working Practices, Competitive Compensation, Festive Bonus, Provident Fund, Incentives, Leave Travel Allowance, Medical Insurance, Gratuity, Communication Facilities, etc.

Qualification and experience:

• Minimum Bachelor’s Degree in Management or similar field with 8 years of relevant experience OR, Master’s Degree in Management or similar field with 6 years of relevant experience
• Preference will be given to candidates having managerial experience
• Should have vendor management skill
• Excellent knowledge of management methods and techniques
• Working knowledge of CRM software, databases and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead
• Advanced troubleshooting and multi-tasking skills

Profile:

• Should have strong analytical skills, critical thinking and problem-solving skills
• Should have an in-depth understanding of telecommunication business-specific (products, services, tariff plans, sales channels)
• Should have excellent business planning skills and fraud management skill
• Good knowledge of labor laws, rules and norms
• Highlights longer-term implications of issues or situations that facilitate planning for the unit or function
• Creates new solutions to resolve problems or issues in novel ways
• Proactively seeks to optimize the financial or business impact of initiatives
• Stays updated with business developments and take steps to align work towards the business changes
• Takes personal responsibility for correcting customer problems - corrects problems promptly and undefensively
• Able to establish and gain commitment from various parties to achieve one's team objectives.
• Strives to create an exceptional performance for the team
• Encourages teamwork and bonding within and outside team without compromising the delivery of exceptional results

Shortlisting will be done on the basis of your answers and uploaded documents while applying, therefore answer the questions carefully. Only shortlisted candidates will be contacted. Telephone enquiries will not be entertained.