Customer Admin & On-boarding Senior Manager

To define and implement the long-term vision, values and strategy for the customer admin and onboarding teams in line with the overall strategy for the service group and OSN’s value chain.

Manage the customer admin function, all the customer admin teams in the region, work-orders traffic and provide back-office support to sales, partners and customer service teams across the region.

To manage the onboarding function and provide a world class customer experience for new customers.

Key Accountabilities

Planning & Organization

• To make sure all work orders raised to the customer admin team are processed within the SLAs.
• Perform root cause analysis on work order reasons, understand system issues and limitations and drive system fixes/change to simplify processes and reduce process time.
• Perform quality assurance on processed work orders, make sure the customer admin team follows the right steps while processing transactions to avoid negative experience and revenue leakage.
• Analyze reports regularly, create performance dashboards and monitor traffic trends.
• Coach and performance manage all the admin managers in the region.
• Provide back-office support to all partners, sales and customer service teams in the region through achieving the standard service levels on customer admin inbound calls.
• To manage all on-boarding teams across the region, to create a world class customer experience and to ensure achievement of monthly, quarterly and annual targets incorporating new initiatives, efficiency and technologies as appropriate.
• To provide a VIP experience for high value customers through a seamless hand holding process throughout customers early life of their subscriptions.
• To work closely with the customer value management team to enhance the customers’ on-boarding journey and run outbound campaign to ensure customers satisfaction.
• To make sure all new customers’ contact and demographic data are accurate and captured on the system.
• To create processes and validation mechanisms to identify reduce cannibalization.
• To make sure that all new customers are aware of and make the best out of their value added service.
• To be responsible for the recruitment, development, training and performance management for all managers and teams to ensure consistency of performance across all sites, instilling a culture to provide quality care.
• To be responsible for the development and enhancement of all internal applications ensuring all customer data and customer transactions are captured, validated, reconciled and audited.
• To ensure regular assessment of all teams on product, business rules, technical, sales skills and churn reduction.