AGM - International Roaming Operations

Role

Marketing Lead - International Roaming Operations

Job Level/ Designation

M2

Function / Department

Consumer Marketing

Reports to

VP – International Roaming

Location

Mumbai, Corporate

Job Purpose & overview

We are seeking a highly motivated professional to anchor and lead International Roaming Services and Operations. The ideal candidate will have a deep passion and perseverance for driving volume and value growth in business through pursuit of Roaming partnerships and Customer experience.

Job Purpose:

Scale IR business through roaming partner services and integration across countries and Roaming Partners and be responsible for configuration, testing, troubleshooting and steering traffic to enable a seamless customer experience while roaming internationally.

This role will also be responsible for leading resolution of all inbound and outbound roaming partner escalations and will work closely with the IR Wholesale Business lead on the same.

Key Result Areas/Accountabilities

• Responsible for continuous monitoring of customer experience, complaints, waivers, and resolutions and is responsible for Roaming Customer Satisfaction.
• Drive roaming partner services and integration across 190+ countries and over 550 roaming partners and be responsible for all documentation (including contract renewals), configuration, testing, TAP implementation and go live.
• Responsible for troubleshooting and leading issue resolution for both inbound and outbound roaming partner escalations as well as RECC & Billing issues in case of Postpaid and IN & HLR issues in case of Prepaid.
• Drive key projects such as Volte on IR, Inflight, M2M for IR, NTR consolidation and be responsible for architecture design, development, testing and deployment. The role would also enable configuration and testing support to SIM vendor projects.
• Build strategic actions through market and competitive intelligence on International Roaming standards & technology evolution

Core Competencies, Knowledge, Experience

• Project Management skills
• Good understanding of the International Roaming Technology and operations
• Excellent communication skills
• Stakeholder management
• Adequate experience in Roaming technologies and Billing – handling DCH operation is a plus

Must have technical / professional qualifications

• MBA with experience of dealing with international teams preferred
• Understanding of telecom networks (4G, 5G, VoLTE) and Roaming is desired