The Network Officer is responsible for the strategic development, optimization, and management of the company's service provider network. This role involves identifying potential new service providers, maintaining high-quality partnerships, ensuring compliance with contractual obligations, and enhancing customer satisfaction through effective network management. The Network Manager will leverage data-driven insights to improve network performance, reduce costs, and support business growth.
Reporting: Operations Manager
Key Responsibilities
- Network Expansion and Optimization:
- Identify potential new service providers and assess their capabilities.
- Develop strategic partnerships with high-quality providers to enhance service coverage.
- Optimize the existing provider network to reduce service costs and improve efficiency.
- Implement tiered provider systems to prioritize high-performing service providers.
- Performance Management:
- Set and track KPIs for service providers, including response times, service quality, and customer satisfaction.
- Implement a regular feedback mechanism to improve provider performance.
- Create and maintain a performance dashboard for real-time tracking of network efficiency.
- Conduct quarterly performance reviews and recommend corrective actions for underperforming providers.
- Conduct mystery shopper assessments to evaluate service provider performance.
- Risk Management and Compliance:
- Develop and enforce compliance guidelines for all network partners.
- Conduct risk assessments to identify potential operational challenges and mitigate them proactively.
- Ensure all providers adhere to contractual obligations and service level agreements (SLAs).
- Relationship Building and Retention:
- Build strong, long-term relationships with key service providers.
- Organize regular training sessions and workshops to align providers with company goals.
- Implement a rewards or recognition program for top-performing partners.
- Cost Control and Efficiency:
- Negotiate favorable pricing and terms with service providers.
- Identify cost-saving opportunities without compromising service quality.
- Use data analytics to reduce unnecessary expenses and optimize resource allocation.
- Technology and Digital Transformation:
- Use CRM and data analysis tools to improve decision-making and streamline provider management.
- Explore automation opportunities to reduce manual effort and enhance data accuracy.
- Customer Experience Enhancement:
- Work closely with the customer service team to ensure seamless service delivery.
- Use customer feedback to refine provider selection and performance metrics.
- Implement quick resolution protocols for critical issues to improve customer satisfaction.
- Data-Driven Decision Making:
- Leverage data analytics to identify trends, predict demand, and optimize network performance.
- Provide strategic insights to the Operations Manager to support business growth.
- Prepare monthly and quarterly reports on network performance for senior management.
- Crisis Management:
- Develop contingency plans for service disruptions or provider failures.
- Ensure rapid response and recovery in case of emergencies.
- Regularly review and update risk management protocols.
- Market Intelligence:
- Monitor industry trends and competitor strategies to stay ahead in the market.
- Identify new technologies and processes that can enhance service quality and efficiency.
Qualifications
- Bachelor’s degree in business administration, operations management, or related field.
- Proven experience in network management, vendor relations, or operations.
- Strong negotiation, communication, and analytical skills.
- Knowledge of CRM systems and data analysis tools preferred.
- Ability to work independently and as part of a team.
- Strong problem-solving skills and attention to detail.
Typical Working Conditions
- Normal Working Hours 40 hours a week
- Working Timing 8:00 AM to 4:00 PM
- Work may require occasional weekend and/or evening work
- This job may require occasional business trips outside Bahrain
