Network Officer

Main Purpose of the Job:

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.

Key Responsibilities:

• 1. 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.

• 2. 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.

• 3. 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).

• 4. 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.

• 5. 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.

• 6. 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.

• 7. 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.

• 8. 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.

• 9. 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.

• 10. 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.

ESSENTIAL QUALIFICATION REQUIRED (EDUCATION/ EXPERIENCE/ SKILLS)

• 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 –4:00 PM

• Work may require occasional weekend and/or evening work