Senior Manager, Operations, CSIM (Networks)

At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative. 
Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020.
 

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, 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 is a strong believer to upskill and nurture 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:

Establish SOP, installation procedure, fault isolation process and checklist.

a.    Liaise with the internal departments to establish the scope and the expectation of the field delivery team for the different product, services or technology. 
b.    Design the procedure, checklist and acceptance standard for all the installation and maintenance of the home services to meet the elevating customer expectation.
c.    Jointly develop the field engineer (FE) competency framework to ensure all Field Engineer (FE) meeting the required standard.
d.    Be the final escalation point for all technical fault and compatibility issue. Activate partners, manufacturer and vendor to derive a resolution or technical explanation. 
Fault rate management
a.    Monitor and track the overall fault rate (onsite rate), repeat visit and infancy rate of the home service. 
b.  Escalate and engage with respective stakeholders and partners to ensure the overall maintenance cost is within the allocated budget.
c.    Conduct extensive testing and compile a detailed analysis report on the new equipment, firmware, product, and services. This include defining the technical specification with internal teams, manufacturers and/or vendors. 
d.    Work with internal stakeholders to develop guides, educational tips and self-service tools to minimise the needs of onsite support. 
Team management and leadership
a.    Oversee the day-to-day operations of the in-house field support specialists who handles, VVIP, complex and new services.
b.   Lead the team to meet all the team target and KPI which include customer experience, productivity and quality related attributes.
c.    Responsible for the hiring, performance evaluation, developmental and training needs of the team members.
d.    Motivate and ensuring the team and staff morales maintain at high standard.

Others
a.    Customer behavior and needs - Provide regular feedback on the customer needs and behaviors. Propose, evaluate new feature or services that will meet customer needs.
b.    Technology upskilling and trend – understand the business, market needs and technology trend, identify new skillset and technology for the field engineers. 
c.    Process improvement – identify process gap, non-productive procedure or customer pain point. Identify opportunity for empowerment or automation.
d.    Vendor and partner management – Build and maintain a strong network of industry partners and stakeholders so that to support any collaboration or investigation.
e.    VVIP management – Be the SPOC for key VVIP for all the technical / home services needs and solutioning.
 

Skills for Success:

• Possess Bachelor in Computer 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 the 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?
 

Take the leap with Singtel to unlock new opportunities and accelerate your growth. Apply now and start your empowering career!