As the Boost Connect Lead Service Operations, the job holder will be supporting Boost Connect Business Operations in Boost Connect activities including partner onboarding, system integrations, service requests and complaints management, and partner communications.
- Manage the Service Operations Team by providing leadership and strategic support in daily operation support, partners & operators onboarding, system integration and configuration.
- Monitor service operations by meeting SLA requirements and ensure the workload objectives are met timely and accurately.
- Manage and validate partner integration user acceptance test.
- Develop required standard operational procedure and handling process flow and monitor the process improvement.
- Provide API knowledge sharing, professional and organizational development direction to the team.
- Assist to achieve human resource objective by recruiting, training, and coaching the team members.
- Define user and technical requirements for partner support functions, features, and systems.
- Improve support operations by identifying, preparing, and completing action plans.
- Identify and evaluate support workflow optimization for different products.
- Manage vendor or third-party service providers if required.
- End-to-end JIRA Project and Support Workflow configuration for seamless internal sales onboarding across all products.
- Manage the setup of JIRA's support helpdesk for effective management of support tickets across all product queries.
- Engage stakeholders to communicate the strategic rationale behind JIRA configuration and support setups, ensuring alignment and fostering ownership.
- Adaptively make decisions based on evolving priorities and customer needs, driving continuous improvement in JIRA configuration and support processes.
- Take full ownership of outcomes, holding accountable for delivering exceptional sales onboarding experiences and customer support services.
Job Requirements:
- At least 5 years of experience working in system IT operations in Telco / VAS / mobile industry.
- Experience working in the content provider or digital service company, will be an advantage.
- Experience / understanding of Telco or Digital API integrations / software development environments will be an advantage.
- Ability to cooperate and engage with a wide variety of resources, including upper management and stakeholders, clients, and other departments.
- Ability to determine and make decision on the priorities, demands, and timelines through analytical and problem-solving capabilities.
- Ability to relate well to others at different levels, deals constructively with conflicts, build long-lasting relationship with peers, stakeholders, and team members.
- Demonstrate ability to corporate and work well in a team of difference sizes, cultural background, age, or seniority.
- Strong analytical, attentional to details, solution oriented and interpersonal skills.
- Good written and oral communication skills.
