AVP-BCM QA & Continuous Improvement

Date: May 14, 2024

AVP-BCM QA & Continuous Improvement

Location: ID Level: Employment Status: Permanent Department: Group BCM & PMO Description: Responsible in overseeing and enhancing the quality of services delivered by the organization. This role requires meticulous attention to detail, a deep understanding of regulatory requirements, and effective communication skills to ensure compliance and drive continuous improvement initiatives.

• Develop and implement robust quality assurance processes tailored to the telecommunications industry to ensure the delivery of high-quality services.
• Conduct regular audits and evaluations of network infrastructure, customer service operations, and service delivery channels to identify areas for improvement.
• Collaborate with cross-functional teams to address quality issues promptly and implement corrective actions to enhance service performance.
• Monitor key performance indicators (KPIs) and customer feedback to measure service quality and identify opportunities for enhancement.
• Develop and maintain comprehensive business continuity plans specific to the telecommunications industry to mitigate risks and ensure uninterrupted service delivery.
• Conduct risk assessments and scenario planning exercises to identify potential threats, vulnerabilities, and business impacts.
• Coordinate with network operations, IT, and customer service teams to implement business continuity strategies and response plans.
• Conduct regular drills and simulations to test the effectiveness of business continuity plans and ensure organizational readiness to manage crises.
• Drive a culture of continuous improvement across the organization by fostering innovation and implementing best practices in telecommunications service delivery.
• Solicit feedback from internal teams, customers, and industry partners to identify opportunities for process optimization and service enhancement.
• Monitor technological advancements and industry trends to identify opportunities for innovation and efficiency gains.
• Lead or participate in cross-functional improvement projects aimed at streamlining operations, reducing costs, and enhancing customer experience
• Effectively communicate new policies, procedures, and initiatives to internal teams, ensuring alignment and understanding of expectations.
• Solicit feedback from employees, customers, and regulatory authorities to gauge satisfaction levels and identify areas for improvement.
• Manage communication channels and documentation to ensure timely dissemination of critical information during emergencies and service disruptions.
• Cultivate strong relationships with regulatory agencies, industry associations, and telecommunications partners to stay informed of regulatory changes and industry developments.

Requirements:

• Bachelor’s Degree in Telecommunication/Engineering. Master Degeree in Engineering/Management is preferable.
• Minimum 5 years engineering experience, telecommunication knowledge is preferred
• Excellent knowledge in telecommunication technology (ISO 22301)
• Able to identify threat and opportunity, convert threat into opportunity, exploit the opportunity to further exceed the objective/target.
• Able to manage interdependent risk with other functions within IOH and promote collaboration to effectively manage the risk
• Lead the team to take calculated risk.
• Excellent communication & presentation skills
• Proficient in Microsoft office application
• Fluent in English & Bahasa Indonesia