Job Description

A. PROFILE

Role Title: Service Operations Senior Specialist

Reporting to: B2B Service Operations Senior Manager

Division: Sales & Distribution

Department / Section: B2B & Wholesales

B. CONTEXT

Purpose

Enable and ensure a seamless experience for a customer from registration till customer exits U9 network. Processes covered are acquisitions, query and complaint resolution, change in lifecycle –upgrade/downgrade/change in tariffs etc...

Context

Supporting and Monitoring B2B Sales process from the billing and collection stand points. Monitoring and taking care for bad debt management process to reduce bad debt and revenue loss

C. ROLE ACCOUNTABILITIES

Key Responsibilities:

· Manage and continuously improve end-to-end customer lifecycle processes with a strong customer-centric approach.

· Drive process automation and simplification initiatives to enhance operational efficiency and accuracy.

· Proactively identify revenue leakage risks, implement corrective actions, and ensure sustainable controls.

· Engage with customers and internal stakeholders to resolve billing, operational, and service-related issues.

· Coordinate closely with internal teams to ensure seamless operations.

· Prepare, analyze, and circulate business, operational, and customer KPI dashboards.

· Monitor day-to-day operations and initiate continuous improvement actions to improve service quality.

· Supervise and guide operations teams handling collections and customer service, ensuring SLA compliance.

· Build and maintain strong customer relationships to support retention and long-term business growth.

Detailed responsibilities:

· Strategy: Appreciate and implement key decisions impacting mobile customer satisfaction and revenues from a short and long-term perspective.

Planning:

· Coordinate with internal & external stakeholders to ensure smooth customer experience.

· Impact analysis of various actions – both on customers (internal & External) and revenues.

· Business as usual operations need to be planned well in advance.

Execution:

· The person should ensure processes a fool proof and ensure there is no gap between plan and execution since an error on this part can lead to customer dis-satisfaction / revenue loss to comply with U9 internal policies

D. KEY PERFORMANCE INDICATORS

· End to End customer services,

· Collection target

· Operation Management

· Bad Debt Management

· Customer engagement

E. WORKING RELATIONSHIPS & DECISION MAKING

Interacts with: who else do they interact with and at what level and for what purpose Internally & Externally

Internal: Finance, B2B & IT Team for billing and collection/bad debt process and support

External: Huawei (Technical Support) and Red dot (B2B Collection Service)

Decision Making: Billing and Collection

F. EXPERIENCE AND QUALIFICATIONS

Minimum Experience & Essential Knowledge

• Minimum 4 to 5 years' experience in customer services Management and Collection Process.
• Excellent communication and organizing skills and ability to work on the number of different processes at the same time.
• Fluency in English and Myanmar language both spoken and written is mandatory
• Very good excel skills

Minimum Entry Qualifications

University Graduate preferably with Finance, Economics or Accounting.