Manager/ Assistant Manager, Product and Solution Bangladesh

Job description

Job Purpose: Ensure services meet agreed standards and targets, coordinating daily operations and implementing strategies to address technical issues promptly. Maintain records, communicate with customers, and collaborate with internal teams to resolve complaints and manage expectations effectively. Key Accountabilities:

• Ensure that services adhere to the Service Description and Target Service Level agreements as required by MISA obligations.

• Coordinate daily operations and conduct regular reviews with delivery and operation teams to uphold the standard and quality of services.

• Implement effective policies and strategies to promptly address critical technical or procedural issues. • Drive continuous enhancement in quality, workflow processes, and efficiencies by overseeing and managing all aspects of service delivery.

• Maintain and update records on site delivery progress and service level performance reports.

• Conduct project and operational meetings with customers.

• Stay informed about outstanding customer issues before and after service delivery and provide updates to clients as needed.

• Communicate escalated issues to customers, keeping them informed about progress, upcoming changes, agreed upon outages, etc.

• Follow up with customers to ensure final resolution and gauge satisfaction levels.

• Collaborate closely with internal stakeholders to resolve customer complaints and issues in a timely manner.

• Collaborate with the Key Account Team to prioritize and manage customer expectations. Qualification and Experience:

• A bachelor’s degree in Engineering/Business Administration or a related field from a recognized local or international university. MBA is preferred.

• At least 6 years of professional experience in a relevant field/technical experience Knowledge and Skills:

• Proficiency in project management, negotiation, and change management is required.

• Familiarity with the key business and technology aspects of Telecommunications Operators / Communications Service Providers, including network infrastructure support requirements, is advantageous.

• Effective communication skills, both verbal and written, in English and local language(s), are necessary.

• Demonstrated ability in teamwork and collaboration is essential.