Life at U Mobile
We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving.
At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team.
Let's start your journey with an award-winning organization!
#UnbeatableCareerAwaits
Top Reasons To Join Us!
- Awarded For
- Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
- Bronze Winner in Cross-Generational Workforce Engagement (2024)
- Gold Winner for Excellence in Workplace Culture (2021)
- Comprehensive medical, dental, optical and insurance benefits
- Flexi working hours arrangements
- Staff Line & Device Subsidy
- Smart Casual Attire
- Child Parental Care Leave
- Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
- Special employee discounts for selected F&B Brands
Role
Responsible for managing and driving operational activities and service performance for Wholesale Services, including 5G Wholesale (eMBB, Private Network, In-Building Solutions) and MVNO business.
Reporting to the Senior Manager, this role acts as the primary operational SME and coordination lead between internal stakeholders (Account Management, Network Operations, Network Roll-Out, IT, Finance) and external wholesale partners to ensure effective service delivery, operational efficiency, timely issue resolution, and alignment with operational and business objectives.
The role is also responsible for managing operational performance analysis, governance monitoring, SLA reporting, and commercial operational coordination (PO, invoicing, reconciliation, and collections), while driving operational process improvement and service enhancement initiatives to improve operational efficiency and service effectiveness.
The Day-To-Day Activities
- Operational Management and Coordination
- Manage day-to-day wholesale operational performance and service continuity across 5G and MVNO services to ensure operational efficiency and issue resolution effectiveness.
- Act as the primary operational liaison and SME advisor for Account Managers on wholesale operational matters, service escalations, and operational issue resolution.
- Lead operational coordination, escalation management, and service recovery activities for network and IT-related issues with NOC and IT support teams.
- Manage and coordinate resolution of operational issues impacting partners, customer experience, and service performance to minimize operational disruption.
- Responsible for end-to-end operational monitoring, governance coordination, and SLA management for service requests, incidents, and escalations, ensuring compliance with operational requirements and service standards.
- Stakeholder Management and Operational Coordination
- Partner closely with Account Managers to provide operational advisory support, coordination leadership, and service delivery management for wholesale and MVNO operations.
- Act as the key operational liaison with wholesale and MVNO partners on operational matters, escalations, and service performance coordination.
- Lead cross-functional operational coordination and issue resolution activities with Network, IT, Finance, and related operational teams to support service delivery continuity and operational effectiveness.
- Performance Reporting and Analysis
- Develop, analyze, and manage operational and commercial performance reporting covering service performance, revenue tracking, operational KPIs/SLAs, complaints, and issue trends for 5G wholesale and MVNO services.
- Lead operational data analysis and conversion of operational data into structured reports and dashboards to support operational decision-making and management visibility.
- Provide analytical insights, operational recommendations, and performance observations to support operational and departmental decision-making.
- Identify operational risks, performance gaps, and improvement opportunities, and drive operational enhancement and corrective action initiatives.
- Commercial & Financial Operations
- Manage and coordinate Purchase Order (PO) processing and operational billing support activities for wholesale and MVNO partners, ensuring accuracy, compliance, and timely execution.
- Lead billing coordination, invoice issuance activities, and reconciliation support in collaboration with Finance and operational teams to ensure billing accuracy and timeliness.
- Responsible for monitoring, reconciliation coordination, and maintenance of Statement of Accounts (SOA) to ensure completeness and accuracy.
- Manage collection follow-up activities, billing issue coordination, and payment tracking to support timely partner payments and operational cash flow management.
- Manage reconciliation activities and lead operational coordination for billing dispute resolution with relevant stakeholders.
- Processes & Continuous Improvement
- Drive continuous improvement and operational enhancement initiatives for workflows between Account Management and Operations to improve service delivery effectiveness and operational alignment.
- Analyze operational inefficiencies, recommend process improvements, and support implementation of operational enhancement initiatives to improve operational effectiveness.
- Ensure compliance with internal governance requirements, operational controls, and documentation standards for wholesale operational processes.
About You
Qualification & Experience
- Bachelor's Degree in Business, Finance, Marketing, or related discipline
- 5–8 years of relevant experience in telecommunications, preferably in wholesale, MVNO, or operations roles.
- Experience working in cross-functional environments involving commercial, technical, and finance teams.
- Familiarity with telecom products such as mobile services, 5G offerings, or MVNO models is an advantage.
Skills & Competencies
- Strong analytical and business documentation skills.
- Excellent interpersonal and communication skills – able to interface with technical and commercial teams.
- Ability to manage multiple stakeholders and projects simultaneously.
- Process-oriented with a strong sense of ownership and follow-through.
- Familiar with project management principles (Agile/Scrum is an advantage).
Key Attributes
- Proactive and hands-on approach to problem-solving.
- Strong sense of ownership and accountability.
- Able to manage multiple priorities in a fast-paced environment.
- Collaborative team player with the ability to work across functions.
- Structured thinker with a continuous improvement mindset.
What's Next Once you have applied online, our team will review your application and due to a high volume of applications, only shortlisted candidates will be notified.
