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