Job Description
Indosat, a leading telecommunications provider in Indonesia, is seeking a highly motivated and results-oriented Staff, Postpaid Operations Excellence to join our dynamic team in Jakarta. In this pivotal role, you will be instrumental in enhancing the end-to-end postpaid customer journey, ensuring operational efficiency, and driving continuous improvement across our postpaid services. You will analyze existing processes, identify areas for optimization, and implement strategic initiatives to elevate service delivery and customer satisfaction.
This is an exciting opportunity for a professional passionate about delivering best-in-class service and contributing to the success of a major player in the Indonesian telecom landscape. You will collaborate closely with various departments to streamline workflows, improve service quality, and reduce operational bottlenecks. If you are a proactive problem-solver with a keen eye for detail, strong analytical capabilities, and a commitment to excellence, we invite you to make a significant impact with us and shape the future of postpaid services at Indosat.
Responsibilities
- Analyze current postpaid operational processes to identify inefficiencies, pain points, and opportunities for improvement.
- Develop and implement strategies to enhance postpaid service delivery, customer experience, and operational excellence.
- Monitor key performance indicators (KPIs) related to postpaid operations, service quality, and customer satisfaction, reporting on trends and deviations.
- Collaborate with cross-functional teams, including product development, sales, marketing, and customer service, to ensure seamless execution of postpaid initiatives.
- Prepare comprehensive reports and presentations on operational performance, project progress, and improvement recommendations.
- Ensure compliance with internal policies, industry regulations, and service level agreements (SLAs) for postpaid services.
- Contribute to the development and maintenance of operational documentation and standard operating procedures (SOPs).
Qualifications
- Bachelor's degree in Business Administration, Telecommunications, Industrial Engineering, or a related quantitative field.
- Minimum of 3-5 years of experience in operations, process improvement, or customer experience roles within the telecommunications industry, preferably with exposure to postpaid services.
- Strong analytical and problem-solving skills with the ability to interpret complex data and translate it into actionable insights.
- Excellent communication and interpersonal skills, capable of engaging with various stakeholders at all levels.
- Proficiency in project coordination tools and advanced knowledge of Microsoft Office Suite (Excel, PowerPoint, Word).
- Demonstrated ability to drive initiatives independently and as part of a team in a fast-paced environment.
- Familiarity with telecommunications products, services, and regulatory landscape in Indonesia is highly desirable.