Senior Manager, Operations, CSIM (Networks)

Singtel Networks, the most established telecommunications infrastructure provider in Singapore, is transforming to enable the digital generation of tomorrow. We are introducing new capabilities in 5G, Cloud, Analytics, Digital Commerce, Software Engineering, and Cyber Security to enhance our core competencies and deliver innovative and differentiated Mobile and Fixed services (Broadband, TV, and Telephony) for our customers. We are committed to celebrating inclusion and diversity and are strong believers in upskilling and nurturing all individuals. Come join us today as we build Singtel's Networks of tomorrow and empower every generation to live, work, and play in new ways!

Make an Impact by:

Establishing SOP, Installation Procedure, Fault Isolation Process and Checklist

1. Liaise with internal departments to establish the scope and expectations of the field delivery team for the different products, services, or technology.
2. Design the procedure, checklist, and acceptance standard for all installations and maintenance of home services to meet elevated customer expectations.
3. Jointly develop the Field Engineer (FE) competency framework to ensure all FEs meet the required standards.
4. Be the final escalation point for all technical faults and compatibility issues. Activate partners, manufacturers, and vendors to derive a resolution or technical explanation.

Fault Rate Management

1. Monitor and track the overall fault rate (onsite rate), repeat visit, and infancy rate of home services.
2. Escalate and engage with respective stakeholders and partners to ensure overall maintenance costs are within the allocated budget.
3. Conduct extensive testing and compile a detailed analysis report on new equipment, firmware, products, and services. This includes defining the technical specifications with internal teams, manufacturers, and/or vendors.
4. Work with internal stakeholders to develop guides, educational tips, and self-service tools to minimize the need for onsite support.

Team Management and Leadership

1. Oversee the day-to-day operations of the in-house field support specialists who handle VVIP, complex, and new services.
2. Lead the team to meet all targets and KPIs, including customer experience, productivity, and quality-related attributes.
3. Responsible for hiring, performance evaluation, development, and training needs of team members.
4. Motivate and ensure team morale is maintained at a high standard.

Others

1. Customer Behavior and Needs - Provide regular feedback on customer needs and behaviors. Propose and evaluate new features or services that will meet customer needs.
2. Technology Upskilling and Trend - Understand business, market needs, and technology trends; identify new skill sets and technologies for field engineers.
3. Process Improvement - Identify process gaps, non-productive procedures, or customer pain points. Identify opportunities for empowerment or automation.
4. Vendor and Partner Management - Build and maintain a strong network of industry partners and stakeholders to support collaboration or investigation.
5. VVIP Management - Be the SPOC for key VVIPs regarding all technical/home services needs and solutions.

Skills for Success:

• Possess a Bachelor's in Computer Science or IT. Additional technical certifications are a plus.
• Experience in leading a team of Field Engineers or in a similar role, preferably in the home/office networking, telecommunications, or green technology industry.
• Good understanding of technical knowledge in data communication (wired, wireless), internet security, and home automation.
• Good communication skills, with the ability to explain technical concepts to non-technical individuals.
• Ability to work independently and collaboratively as part of a team, adapting to various work environments and customer requirements.
• Valid Class 3 driving license.

Rewards that Go Beyond:

• Hybrid work arrangements
• Full suite of health and wellness benefits
• Ongoing training and development programs
• Internal mobility opportunities

Are you ready to say hello to BIG possibilities?