sr. manager ir

Job Purpose
This position is responsible to lead and manage the international roaming operations across both wholesale and retail channels, ensuring seamless connectivity and service quality for roaming customers. Additionally, to oversee and drive the strategy and execution of A2P SMS services, optimizing revenue generation and operational efficiency. This role is critical in fostering strong partnerships with global operators, enhancing customer experience, and delivering innovative messaging solutions to support business growth.

Job Responsibilities
INTERNATIONAL ROAMING – WHOLESALE

• Provide strategic direction of wholesale roaming operations, Enhancing and fostering Roaming partnerships.
• Supervise the team in managing Data Clearing House coordination, rates validation, billing disputes, and reconciliation.
• Monitor wholesale revenue progression and strategize against business risks such as E-SIMs, OTT Adoption & 2G/3G Network Shutdowns
• Set direction for wholesale tariff strategy and negotiations with partners on discounted inter-operator agreements and Revenue deals
• Footprint expansion of roaming services (CAMEL, LTE, Vo-LTE), ensuring alignment with market demand and company objectives.
• Lead, coach, and mentor the wholesale roaming team to achieve commercial and operational KPIs.

INTERNATIONAL ROAMING – RETAIL

• Oversee daily B2C roaming service operations, ensuring the team delivers seamless customer experience for roaming subscribers.
• Direct the team in handling retail roaming bundles, tariffs, and product visibility across all retail channels.
• Manage Marketing Activities across all channels including Social Media, CVM Campaigns & other digital channels
• Review retail usage & reports prepared by the team, identifying areas of improvement in customer satisfaction and service continuity.
• Manage Collaboration with S&D, Corporate Sales and other related department
• Oversee preparation of daily, weekly, and monthly revenue/performance reports

A2P SMS

• Oversight of the A2P SMS operations team, ensuring firewall effectiveness, fraud control, and optimal traffic management.
• Supervise revenue assurance activities including invoicing, SOAs, and collection follow-ups.
• Evaluate business cases for new SMS initiatives, delegating execution to the operations team.
• Ensure the team monitors traffic reports and vendor compliance, escalating strategic issues to senior leadership.
• Oversee preparation of daily, weekly, and monthly revenue/performance reports for International Roaming and A2P SMS..

PROJECT MANAGEMENT

• Ensure effective cross-functional coordination by aligning Technology, Finance, Customer Experience, and external partners for smooth project execution and timely delivery of milestones.
• Ensuring risks are proactively managed, timelines are adhered to, and projects deliver measurable business value in line with company strategy.

TEAM MANAGEMENT

• Foster a high-performance culture by setting clear expectations, providing regular feedback, and recognizing achievements to keep the team motivated and accountable.
• Mentor and develop team members through coaching, and career guidance, ensuring continuous skill enhancement and preparing future leaders.

Eligibility Criteria (Education, Knowledge, Experience and Skills): Education:

• In principle have a minimum of Bachelors Degree or above

Work Experience

• Current Level – AM & Above Minimum Experience: 4 yrs. or Above
• At-least 1 year experience with Zong at the time of placement and must be a Permanent Employee of the company
• 1 Yr. in total at AM & Above for Mgr. Level
• At least 01 HP & above in two most recent Annual Appraisals (if only 1 appraisal is done, then that should be HP & Above). Applicants with most recent performance rating as SP & below will not be shortlisted/eligible for grade or level promotion through internal hiring process, however this principle will not be applicable for horizontal movements.

Skills - Generic:

• Strong analytical and problem-solving skills.
• Excellent communication and collaboration abilities.
• Detail-oriented with a focus on documentation and process improvement.

Skills - Job Specific:

• Deep understanding of wholesale and retail roaming operations,
• Expertise in billing disputes, reconciliation, revenue leakage identification, and revenue assurance processes.
• Knowledge of A2P SMS traffic management, firewall controls, fraud prevention, vendor compliance, and invoicing.
• Awareness of evolving network technologies, impact of E-SIMs, OTT services

Special Requirement: - Others:

• Good Communication & Presentation Skills
• Self-initiator and results oriented
• Ability to work in challenging and pressure environment