Product Operation Lead, Mvne

Job ID:
**DO-ITOPS-POL-MVNE**

**Job Type**:
**Full Time**

Job Classification:
**Assistant / Manager**

Department:
**Digital Office**

Function:
**Information Systems**

**Location**:
**Jurong, Singapore**

Years of Experience:
**5**

Job Responsibilities/Requirements:
**About M1**:
M1, a subsidiary of Keppel Corporation, is Singapore’s first digital network operator, providing a suite of communications services, including mobile, fixed line and fibre offerings, to over two million customers. We have achieved many firsts - becoming one of the first operators to be awarded one of Singapore’s two nationwide 5G standalone network license, first operator to offer nationwide 4G service, as well as ultra-high-speed fixed broadband, fixed voice, and other services on the Next Generation Nationwide Broadband Network (NGNBN).
M1’s vision is to enable digital services with an elastic Cloud-native and modular technology stack and offer hyper-personalized and predictive service experiences for both consumers and enterprises. We are in the midst of a company-wide multi-year digital transformation to uplift, digitalize, and future-proof our entire business model. The transformation will empower us to experiment, reach industry-leading efficiency, and become the ecosystem partner of choice.
Join us and be a part of a high-performing agile and collaborative team that is paving the way for M1 to become an adaptable, Digital-first telco. Together we can innovate with the latest technologies, offer new value propositions rapidly to the market, and change Singapore’s way of telecommunication.

**Responsibilities**:
**Primary Responsibilities**:

- Be the prime contact for BAU operation on the launched product, including 24x7 rotational on-call support
- Liaison between business owner, customer service, MVNOs and vendors
- Support product operation organisation on day-to-day operation on the MVNE platform
- Manage Level-2 operation incidents, across business, customer service, hotline and vendors.
- Maintain product operation handbook, ensure all business and operation processes are updated.
- Develop business process improvement plan to streamline existing and legacy ways of working.
- Conduct regular review meetings with various stakeholders to capture feedback, provide updates and track area for improvements.
- Reporting responsibility includes operational, technical, financial and business reports.
- Produce regular KPI reports through existing data from various systems.
- Analyse reports output and offer suggestion to product on area for improvement and/or identify potential issues on the product/platform.
- Monitor and analyse vendor performance, include KPI tracking, issue escalation, problem management and technical troubleshooting.

**Secondary Responsibilities**:

- Support product management unit on regular tasks or ad-hoc projects
- Support new MVNOs onboarding - setup, validation, acceptance, and launch
- Support business operation reporting - platform KPI, revenue KPI, product performance
- Support ad-hoc maintenance window on software upgrades, system patches, or data migration

**Key Qualifications**:

- A Degree in Business Management, Computer Science, Telecommunications, or Information Technology.
- At least 5 years’ experience in telecom product and business management.
- At least 5 years’ experience in product launch management or project management.
- Ability to demonstrate “start-up” mindset with strong ownership to deliver target with minimum supervision.
- Strong knowledge of cellular network architecture 3G, 4G, 5G, LTE and IMS networks.
- Fluent with telecommunication protocols, online and real time charging systems, prepaid and postpaid billing models, OSS/BSS and value added services.
- Prior experience on MVNO/MVNE setup is an added advantage.
- Demonstrate strong leadership in developing plans and driving matrix or virtual teams, identifying and resolving/escalating issues, bottlenecks and barriers, and initiate change that will make for substantial improvement.
- Able to use significant internal and external influencing capability as well as motivating and mobilizing multiple teams to deliver highly complex and time sensitive results.
- Ability to be extremely flexible in work nature, an entrepreneurial drive and sense of personal ownership.
- Culturally sensitive and a proven ability to work with teams and partners across multiple geographies.
- Strong ability to understand and articulate both technical and business requirements and to resolve conflicts positively.

LI-AS1