Network Regional Operations Lead

  The Regional OperationsLead is responsible for daily supervision of a team (e.g. delivery, process). They manage the workload of the team, may make work assignments, and have responsibility for developing team members. This Role also operates as a subject matter expert and may be the escalation point for issue resolution and customer escalations. The Role manages effective internal/external client relationships within a defined area of responsibility. This Role also exercises consistent judgment and discretion with work directly related to management policies and the general operations of the business.
 
Key Responsibilities: 
 

• Act as a SPOC/ escalation point for the client for operations issues
• Coordinates with service providers/ vendors for service related issues
• Ensures regular communication & updates with internal & external stakeholders
• Identify and propose improvements to the processes and standards as necessary.
• Report and/or escalate issues to management
• Ensure the successful, timely proactive resolution of complex issues, including notification and escalation of high priority incidents and outages in line  with agreed SLA’s
• Ensure Operations Service teams understand and act upon existing processes or process alerts
• Participate in process definition and design
• Monthly Status Reporting against Client KPI’s
• Translation of the Client Business Problems into effective Operational Strategy
• Ensures customer satisfaction and oversees the resolution of network related issues
• Develop and Maintain Client, Customer and Vendor Relationships at appropriate levels

 

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