Specialist MVNO Operations

At Cell C, we are not just a telecommunications company; we are a people-centric and consumer-focused organization committed to delivering exceptional experiences to our customers. In line with our dedication to customer-centricity, we are seeking a seasoned professional to join our dynamic team as a Specialist: MVNO Operations to join our dynamic team of #Unstoppables.

Purpose:
Specialist, MVNO Operations is responsible for supporting the day-to-day operations of a Mobile Virtual Network Operator (MVNO). This includes managing various operational processes, coordinating between different departments, and ensuring that MVNO services run smoothly. The role focuses on optimizing processes, maintaining strong relationships with partners, and ensuring the MVNO’s operational efficiency.

Main Responsibilities
MVNO Operational Support

• Provide operational support to ensure smooth running of MVNO services and platforms.
• Assist with the integration and management of MVNO services, including billing systems, customer care processes, and mobile network access.
• Monitor day-to-day operations of the MVNO, including service delivery, network performance, and partner relationships.
• Assist in resolving customer-related operational issues, such as service outages, billing discrepancies, or technical failures.
• Work with customer support teams to ensure timely and accurate issue resolution, improving the customer experience.
• Act as an intermediary between the technical support team and customers to ensure smooth communication and problem resolution.
• Understanding the end-to-end rating, charging, processing and invoicing process and principles for MVNO and wholesale billing.
• Management of applications within the MVNO and Wholesale billing domain.
• Management and prioritization of required changes to ensure timely delivery of MVNO requirements.
• Effective release deployment to support business defects and bugs
• In depth understanding of the SDLC (software development life cycle) within the ICT environment.
• Understanding of AWS infrastructure and containerized environments
• Knowledge of databases (Oracle, PLS/SQL or SQL Server)
• 24/7 standby for all operational environments and related services

Partner, Vendor and Relationship Management

• Manage relationships with MVNO’s and account managers.
• Identify, implement, and optimize operational processes to improve efficiency, minimize downtime, and streamline service delivery.
• Collaborate with cross-functional teams to ensure that operational processes align with the overall business objectives of the MVNO.
• Analyse operational workflows and recommend improvements for more effective resource utilization and faster issue resolution.
• Involvement in regular operational meetings with MVNOs for resolution for any operational challenges
• Support the management of relationships with key MVNO partners, including network operators, service providers, and third-party vendors.
• Work with partners to resolve operational issues, such as service disruptions, billing issues, or network access problems.

Business Processes and Procedures

• Identify, implement, and optimize operational processes to improve efficiency, minimize downtime, and streamline service delivery.
• Collaborate with cross-functional teams to ensure that operational processes align with the overall business objectives of the MVNO.
• Analyze operational workflows and recommend improvements for more effective resource utilization and faster issue resolution.
• Develop and recommend processes to increase effectiveness of financial information collected.
• Identify potential financial risks and exposures and advise management of financial implications as well as implement controls to prevent losses.
• Identify potential financial risks and exposures and advise management of financial implications as well as implement controls to prevent losses.
• Ensure that MVNO operations comply with relevant industry regulations and standards.
• Assist in preparing documentation for audits and regulatory reporting.
• Stay updated on regulatory changes that could impact MVNO operations and work with legal and compliance teams to address any issues.

Service Quality and Performance Monitoring

• Monitor the performance of MVNO services, ensuring high service quality and customer satisfaction.
• Track key performance indicators (KPIs) such as uptime, service interruptions, customer complaints, and response times.
• Address and resolve operational issues that impact service quality or customer experience.

Customer Support and Issue Resolution

• Assist in resolving customer-related operational issues, such as service outages, billing discrepancies, or technical failures.
• Work with customer support teams to ensure timely and accurate issue resolution, improving the customer experience.
• Act as an intermediary between the technical support team and customers to ensure smooth communication and problem resolution.
• Ensure incident management processes are adhered to.
• Effective management of problem management and implementation of appropriate measures.

Product and Service Launch Support

• Support the operational aspects of launching new MVNO products, services, and promotions.
• Collaborate with product development, marketing, and sales teams to ensure that new services are launched smoothly and operate without disruption.
• Assist with the testing, implementation, and roll-out of new features or services.

Qualifications

• IT degree, 3-year diploma or similar qualification.
• Industry qualification (SQL, ITIL or similar)
• OSS/BSS support experience beneficial

Experience

• 3-5 years of experience in operations, preferably in the telecommunications industry or with an MVNO.
• Experience in managing vendor relationships, service delivery, and operational workflows.

Technical Skills

• Understanding of mobile network operations, billing systems, and telecommunications infrastructure.
• Proficiency in using CRM tools, ticketing systems, and data analysis platforms.
• Familiarity with MVNO business models and processes.
• Excellent understanding of software development practices, operating systems, infrastructure, security concepts and processes.
• Databases (Oracle or SQL Server)
• ITIL practices for IT service management
• Release deployments and management
• Knowledge of SDLC practice/processes
• Knowledge of AWS

Desired Skills

• Strong analytical skills with the ability to assess operational performance and suggest improvements.
• Project management skills, with the ability to manage multiple tasks and prioritize effectively.
• Excellent communication and interpersonal skills, capable of liaising with both internal teams and external partners.
• Problem-solving skills with a focus on process improvement and efficiency.
• Experience with performance management and KPI tracking.
• Ability to forge strong relationships with virtual teams

"Cell C is an equal opportunities employer, committed to fostering a diverse and inclusive workplace where all employees are treated fairly and with respect, regardless of race, gender, age, disability, or any other protected characteristic."