Product Operations Specialist

Job Description

We are looking for a highly motivated Product Operations Specialist to support the governance, implementation, and continuous improvement of mobile and home products. The role will work closely with cross-functional teams, including but not limited to Product, Technology, Commercial, Finance, Customer Experience and Digital Platforms, to ensure smooth product delivery and operational excellence.

The ideal candidate is analytical, detail-oriented, and able to translate complex business requirements into clear operational processes while driving improvements that enhance customer and business outcomes.

Responsibilities

Product Business Rules & Policy Governance

• Govern the end-to-end product business rules and policies management of mobile and home products, including Prepaid, Postpaid, Home WiFi and Fibre.
• Ensure product business rules, configuration and operational processes are aligned with business objectives and regulatory requirements.
• Establish, support and maintain product business rules, policies and operational guidelines for frontlines and CX for all product initiatives and launches

Product Operations, Harmonization & Customer Experience

• Identify opportunities to streamline business rules, policies, and operational processes to improve efficiency.
• Drive harmonisation initiatives such as but not limited to billing systems, customer notifications, operational channels, and customer experience.
• Analyse frontline, customer, and operational channel insights to identify gaps, pain points, and opportunities to enhance customer experience and operational effectiveness.
• Recommend and implement process improvements and operational initiatives to enhance customer experience and operational performance.
• Prepare presentations, proposals, and recommendations for management and stakeholders.
• Drive execution of product and operational projects, ensuring timely delivery and quality outcomes.

Business Analysis & Monitoring

• Analyse product operational metrics, and customer feedback to identify trends and opportunities.
• Monitor product business rules and policies related issues and collaborate with relevant teams to resolve in a timely manner.
• Prepare reports and presentations for management and stakeholders.

Cross-Functional Collaboration

• Ability to work closely with cross functional team to get support and alignment to support product launches, regulatory compliance and operational initiatives / projects.
• Coordinate with internal stakeholders to identify operational gaps, dependencies, risks and remove potential change resistance.
• Facilitate discussions and align stakeholders on end to end implementation plans.

Requirements

• Bachelor’s degree in business, Marketing, Telecommunications, Information Systems, Engineering, or a related field.
• Minimum 4–6 years of working experience in product operations, product management, business operations, telecommunications, or related industries.
• Strong analytical and problem-solving skills with the ability to interpret frontline operations, customer channels and translate insights into actionable improvement initiatives.
• Excellent stakeholder management and communication skills.
• Experience managing cross-functional initiatives and coordinating multiple stakeholders.
• Ability to simplify complex business requirements into actionable operational processes.
• Strong project management and organisational skills with attention to detail.
• Proficiency in Microsoft Excel and PowerPoint.

Preferred Qualifications / Merits

• Experience in telecommunications, digital products, or subscription-based services.
• Familiarity with prepaid, postpaid, home products and policies
• Knowledge of billing systems, customer management systems, and operational workflows.
• Experience in business process improvement, governance, or policy harmonisation initiatives.
• Exposure to regulatory and compliance requirements within the telecommunications industry.

What We Are Looking For

• A self-starter who is proactive and takes ownership.
• A team player who collaborates effectively across different functions.
• Strong interpersonal skills with the ability to influence stakeholders without direct authority.
• A curious mindset with a passion for continuous improvement and operational excellence.