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MEETING HOURS

Mondays - Fridays 9:00AM - 4:00PM

SLA

Roles and Responsibility

Operational

  • Oversee the entire service quality team
  • Coordinate the activities required to meet Huawei’s standards on Service Level, Customer Satisfaction, Process Improvement, Documentation and Knowledge Management from an internal and external standpoint
  • Support Service Manager in preparing monthly SLA report and provide relevant data for managing SLA exceptions
  • Proactively review SLA snapshots for any potential SLA breaches and notify the team leads and tower heads for taking preventive actions.
  • Responsible for the ultimate result and continuous improvement on Service Level, Customer Satisfaction, Process Improvement, Documentation and Knowledge Management
  • Review and grant final approval for all the reports and documents related to service quality management
  • Responsible for ensuring proper criteria, directives, business quality management principles are being applied into Huawei and are in accordance with Huawei’s methodology
  • Conduct annual customer satisfaction survey and response to the complain
  • Assign learning objective and organize training courses , grow capabilities of team members, and improve team productivity and performance

Qualification

Bachelor’s/ Advanced degree in Business, Management, Hospitality or courses related to service quality studies is a plus

Experience

At least 8 years of experience in Telecom, Managed Service, System Integration, Management Consulting field or similar industry

Knowledge & Skills

  • Advanced skills in managing service quality, understanding 
  • Working knowledge of managing SLAs
  • Working knowledge of managing Customer Satisfaction
  • Working knowledge of managing Process Improvement
  • Working knowledge of managing Knowledge
  • Good leadership & communication capabilities
  • Adequate financial and business skills
  • Negotiation skills 
  • Excellent verbal and written communication skills in English and the local language
  • Advanced skills in Microsoft Office, Excel, MSWord and Power Point

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