Reporting to the Head of Product, the role will include complete lifecycle management of Fibre Optic (FTTP) broadband, Wi Fi, and Ethernet based internet access services plus associated CPE hardware (routers) and peripheral services (i.e. Web Security). This role will include the opportunity to develop new services within the portfolio and the need to facilitate growth of the existing portfolio. This is an ideal opportunity for a self-starter to take ownership of the management and development of an award-winning product range at an exciting time in the evolution of internet access technologies.
· Bachelor’s in Marketing, Business Management, or equivalent with 10 – 12 years of experience
· Or Post grade with 8 – 10 years of experience.
Professional Qualifications & Experience
· 5 years’ experience in a similar role within the telecom industry.
· Deep understanding of Fixed line Telecoms especially technologies, operating models, processes, tools and key customer journeys.
Produce and implement a product line plan for the Connectivity, Value Added & Security line portfolio including; market and competitor analysis, , product roadmap pricing & launch strategies, financial projections and recommendations and actions for improvement.
Identify new business opportunities for the portfolio (range extension, new product/service offerings, new channels to market, third party alliances, etc.) and develop business proposals for address these opportunities.
Drive timely and effective product enhancements and developments from both an internal and external customer perspective. These will operate within a Product Lifecycle Management framework and will require extensive collaboration with other teams across the company.
Undertake detailed competitor analysis and develop understanding of competitor market share and product set. Use this information to create business develop strategies which seek to draw out key benefits of the company versus the competition within each segment
Developing close working relationships with internal stakeholders and third-party vendors.
Keep up-to-date of latest product, service, technology and regulatory developments within the industry.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases