Senior Convergence Partner Ops Specialist

Job Description

Responsible for managing strategic and operational relationships with FTTH/HSBB Access Providers to drive business growth, service excellence, and cost optimization. Lead commercial negotiations, develop business cases, identify partnership opportunities, and manage contractual agreements. Collaborate with internal stakeholders to address operational challenges, align business strategies, and improve service delivery. Monitor Access Provider performance and drive improvements in installation conversion, order cancellations, and service restoration. Ensure compliance with MCMC service standards while identifying operational inefficiencies and reducing unnecessary wholesale costs. Champion automation, digitalization, and process improvements to enhance productivity, customer experience, and sustainable business performance.

Responsibilities

1. Partner (Access Providers) business management:  -

1. Manage day-to-day relationships with FTTx/HSBB Access Providers, serving as the key contact for operational matters including service outages, address updates, and service-related issues.
2. Coordinate and resolve operational issues with Access Providers and internal stakeholders, with timely escalation of critical, unresolved, or long-standing matters.
3. Support operational and commercial improvements by working with internal teams and Access Providers to optimize processes, improve sales-to-installation conversion, and enhance overall service performance.
4. Monitor Access Provider performance and service delivery, coordinate regular operational reviews, track outstanding issues, and follow through on agreed action items.
5. Negotiate commercial terms, service improvements and business initiatives, including enhance wholesale commercial models that enhance competitiveness and create long-term value.
6. Identify expansion opportunities including new coverage areas shared by access providers, wholesale products and strategic partnerships to support FTTH/O broadband growth.
7. Essential to have business case modeling in supporting new commercial models with infra partners.

2. Internal Stakeholder Management

1. Attend weekly operational meeting and understand key challenges faced by Fibre operational team
2. Follow up with Technology team for any capacity sizing on Service Gateway, backhaul capacity upgrade till completion. 
3. Work together with Commercial Planning on Business Forecast for Home Fibre business.
4. Influence stakeholders to achieve alignment on strategic initiatives and operational improvements.
5. Communicate business risks, opportunities and recommendations clearly to management.

3. Contract Management

1. Participate in internal and external discussions on new contracts and addendums.
2. Coordinate with Legal on agreement terms and NDAs with Access Providers.
3. Lead the finalization of contract terms and ensure agreements are completed, stamped, and properly stored.
4. Monitor contract timelines to ensure timely renewals before expiry.
5. Negotiate new terms or addendums with Access Providers as required.
6. Understand the impact to business financial and process performance for any agreed new terms. 
7. Review all terms within Access Agreements and recommend and improve the terms in improving process performance related with HSBB operation service.

4. Operational Excellence

1. Drive continuous improvement in end-to-end FTTH fulfilment and assurance processes to enhance operational efficiency, service performance, and MCMC compliance.
2. Optimize operational costs by identifying inefficiencies, auditing inactive wholesale ports, resolving billing discrepancies, and eliminating unnecessary expenditure.
3. Improve fulfilment and service assurance through collaboration with Access Partners and internal stakeholders to increase installation conversion, reduce order cancellations, and shorten service restoration times.
4. Drive automation and digitalization to streamline processes, reduce manual effort, optimize resources, and achieve sustainable wholesale cost savings.

Requirements

1. Candidates with any professional degree.
2. Experience in business partnership management is advantage.
3. Strong interest in handling business partners and manage business relationship.
4. Self initiative is a must to follow up on projects and manage internal stakeholders.
5. Knowledge in Microsoft Word and Power point for business presentation.
6. Knowledge in building business case to support new business model is advantage.