Senior Manager, Business Development

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Senior Manager, Operations, CSIM (Networks)

At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative.
Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020.

Singtel Networks, the most established telecommunications infrastructure provider in Singapore is transforming to enable the digital generation of tomorrow. We are introducing new capabilities in 5G, Cloud, Analytics, Digital Commerce, Software Engineering, Cyber Security to enhance our core competencies and deliver innovative and differentiated Mobile and Fixed services (Broadband, TV and Telephony) for our customers. We are committed to celebrating inclusion and diversity and is a strong believer to upskill and nurture all individuals. Come join us today as we build Singtel’s Networks of tomorrow, and Empower Every Generation to live, work and play in new ways!

Make an Impact by:

Establishing SOP, installation procedures, fault isolation processes and checklists.

1. Liaising with internal departments to establish the scope and expectations of the field delivery team for different products, services or technologies.
   
2. Designing procedures, checklists and acceptance standards for all installation and maintenance of home services to meet elevating customer expectations.
   
3. Jointly developing the field engineer (FE) competency framework to ensure all Field Engineers (FE) meet required standards.
   
4. Being the final escalation point for all technical faults and compatibility issues. Activating partners, manufacturers, and vendors to derive resolutions or technical explanations.
   

Fault Rate Management

1. Monitoring and tracking the overall fault rate (onsite rate), repeat visits, and infancy rate of home services.
   
2. Escalating and engaging with respective stakeholders and partners to ensure overall maintenance costs are within allocated budgets.
   
3. Conducting extensive testing and compiling detailed analysis reports on new equipment, firmware, products, and services, including defining technical specifications with internal teams, manufacturers, and/or vendors.
   
4. Working with internal stakeholders to develop guides, educational tips, and self-service tools to minimize the need for onsite support.
   

Team Management and Leadership

1. Overseeing the day-to-day operations of in-house field support specialists handling VVIP, complex, and new services.
   
2. Leading the team to meet all targets and KPIs, including customer experience, productivity, and quality-related attributes.
   
3. Being responsible for hiring, performance evaluation, developmental, and training needs of team members.
   
4. Motivating and ensuring team morale is maintained at a high standard.
   

Others

1. Providing regular feedback on customer needs and behaviors. Proposing and evaluating new features or services to meet customer needs.
   
2. Understanding business, market needs, and technology trends, identifying new skillsets and technologies for field engineers.
   
3. Identifying process gaps, non-productive procedures, or customer pain points. Identifying opportunities for empowerment or automation.
   
4. Building and maintaining a strong network of industry partners and stakeholders to support collaboration or investigation.
   
5. Being the SPOC for key VVIPs for all technical/home services needs and solutions.
   

Skills for Success:

• Possess a Bachelor’s in Computer Science or IT. Additional technical certifications are a plus.
• Experience in leading a team of Field Engineers or in a similar role, preferably in home/office networking, telecommunications, or green technology industry.
• Good understanding of technical knowledge in data communication (wired, wireless), internet security, and home automation.
• Good communication skills, with the ability to explain technical concepts to non-technical individuals.
• Ability to work independently and collaboratively as part of a team, adapting to various work environments and customer requirements.
• Valid Class 3 driving license.

Rewards that Go Beyond
• Hybrid work arrangements
• Full suite of health and wellness benefits
• Ongoing training and development programs
• Internal mobility opportunities

Are you ready to say hello to BIG Possibilities?

Take the leap with Singtel to unlock new opportunities and accelerate your growth. Apply now and start your empowering career!