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Senior Wholesale Roaming Manager
2 months ago
We are seeking a highly skilled and experienced Senior Wholesale Roaming Manager to join our team at Sky. As a key member of our Commercial team, you will be responsible for developing and maintaining strong relationships with our operational/technology teams and 3rd party providers to ensure the delivery of high-quality service and experience to our wholesale roaming B2B customers.
Key Responsibilities- Develop and maintain strong relationships with our operational/technology teams and 3rd party providers to ensure the delivery of high-quality service and experience to our wholesale roaming B2B customers.
- Manage the incident, request, and change processes for our wholesale roaming B2B customers, ensuring high performance, accurate reporting, and implementing service improvement activities as needed.
- Oversee the escalation process for tickets raised by wholesale roaming B2B customers, coordinating resolving parties, effective communication with stakeholders, and conducting post-incident reviews.
- Handle problem management for issues raised by wholesale roaming B2B customers, analyzing root causes, and preventing future incidents.
- Introduce and establish quality assurance and performance management frameworks across teams, ensuring proper tracking and metrics.
- Lead internal and B2B wholesale roaming customer service review meetings covering performance, service improvements, quality, and processes.
- Support the Roaming Manager and Commercial Account Manager in optimizing costs and maximizing revenue potential for Sky Mobile's group.
- Devise and negotiate complex deal structures across various products and services to meet pricing targets for wholesale roaming B2B customers.
- Manage operational tasks requiring cross-departmental collaboration, such as billing queries/disputes, price list administration, and notification support.
- Collaborate with Legal teams to draft, clarify, and execute partner agreements, ensuring compliance with commercial/legal conditions.
- Ensure Sky Mobile remains compliant with relevant wholesale regulations, working with Regulatory, Compliance, and Risk teams to provide recommendations.
- Excellent facilitation skills to resolve tensions, improve collaboration, and engage towards shared goals at all levels.
- Brilliant communication and listening skills to translate messages, simplify, and summarize issues clearly and succinctly.
- Ability to drive governance, deconstruct current processes, and create improved or new standard operating procedures.
- Strong stakeholder engagement, relationship-building, and influencing skills.
- A deep knowledge of a mobile network operator or MVNO, preferably within a roaming wholesale department.
- Degree in Business or a related field.
- Proven track record of delivering roaming relationships globally.
- Extensive experience participating in International Telecom Events such as WAS.
- Good understanding of the roaming market, including GSMA documentation, roaming regulations, and operational processes.
- Commercially savvy with proven cost-saving examples in a similar role.
- Knowledge of wholesale international roaming and associated services, with experience in negotiating commercial terms.
