Job Summary

Job Responsibilities*

• Oversee fulfilment management across core connectivity (mobile, broadband, solution, etc.), beyond connectivity (cloud, cybersecurity, etc,) and emerging enterprise services ensure accuracy, timeliness, SLA compliance, and service quality.
• Strengthen operational excellence through standardized processes, capacity planning, workload prioritization, performance monitoring, and team capability development.
• Oversee the complete sales support cycle from lead and requirement to fulfilment, contract and settlement management, collection, and renewal
• Establish governance and workflow standards for proposals, quotations, contract readiness, PR/PO coordination, and customer onboarding.
• Ensure smooth transition from sales to fulfilment with clear ownership, accurate documentation, and proactive issue resolution
• Support sales on billing readiness, collection, settlement, and timely service acceptance.
• Support sales on renewal, upsell, and cross-sell readiness by providing accurate contract timelines and insights.
• Drive strategic transformation initiatives to modernize the B2B customer journey, strengthen operational efficiencies, and deliver best-in-class service quality.
• Drive workflow simplification, platform consolidation and modernization, automation across fulfilment and sales support processes.  Ensure all processes comply with corporate standards and operational guidelines.
• Represent the B2B group / division in governance forums covering audit, risk, compliance, regulatory, and NBTC-related requirements.
• Generate operational and performance reports to support insights and decision-making.
• Use data analytics / AI tools (e.g., Power BI, Excel) to monitor trends and identify improvement opportunities.

Qualifications

• Bachelor / master’s degree in business administration, Information Technology, or a related field.
• Experience in telecom or digital industry with at least 5 years leading large teams (10+)
• Strong track record in project management, operations, transformation       
• Experience working with cross-functional teams in a fast-paced environment
• Exposure to process improvement, automation tools, or data analytics        
• Excellent communication and stakeholder management skills.
• Analytical, detail-oriented, and effective at solving problems.
• Strong time management with ability to handle multiple priorities under pressure.
• Solid understanding of SLAs, process design, and performance metrics.
• Familiar with process improvement and automation concepts.