Solutions Back office senior Specialist

Role purpose

The role purpose of the Solutions Back Office Senior Specialist is responsible for managing the end-to-end processes of connectivity termination, cancellation, and suspension. This role ensures timely and accurate execution of procedures, effective communication with customers, and collaboration with internal stakeholders to streamline processes and improve performance metrics.

Key Accountabilities and Decision Ownership Connectivity Termination Process Management

• Own the end-to-end connectivity termination process
• Ensure timely and accurate execution of termination procedures
• Collaborate with technical teams to ensure smooth disconnection

Customer Communication

• Act as the primary point of contact for customers regarding hardware collection
• Manage and maintain effective communication with customers throughout the termination process & hardware collection related to cancellations

Performance Reporting

• Report on termination performance metrics periodically
• Analyze performance data to identify trends and areas for improvement
• Present findings to management and relevant stakeholders

Cancellation Process Management

• Own the end-to-end cancellation process.
• Ensure all necessary steps are taken to effectively cancel services
• Communicate with customers for hardware collection related to cancellations

Stakeholder Management

• Manage all internal stakeholders involved in the termination and cancellation processes
• Coordinate with departments to ensure the timely release of all assigned resources
• Facilitate cross-functional collaboration to streamline processes

Suspension Process Management

• Own the end-to-end suspension process
• Ensure compliance with company policies during suspensions
• Communicate with customers regarding the status and implications of suspensions
• Report on suspension performance metrics periodically
• Monitor suspension trends and assess their impact on customer relationships
• Suggest improvements based on suspension performance reports

Core Competencies, Knowledge and Experience Core Competencies, Knowledge and Experience:

• Strong organizational and time management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and identify trends.
• Proficiency in using CRM systems and other relevant software.
• Strong problem-solving skills and attention to detail.
• Ability to work collaboratively with cross-functional teams.

Must Have Technical Qualifications:

• Excellent IT skills - Word Processing, Spreadsheets, Databases, Email and Web
• Proficiency in CRM systems and other relevant software
• Experience with data analysis and reporting tools.
• Knowledge of connectivity Solutions

Must Have Professional Qualifications:

• Bachelors degree in business administration, Information Technology, or a related field.
• Relevant certifications in project management or process improvement (e.g., PMP, Six Sigma) are a plus.
• 2 years previous experience in a similar role within the telecommunications industry is preferred.