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.

Reporting: Operations Manager

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.

Qualifications:

• 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 to 4:00 PM
• Work may require occasional weekend and/or evening work
• This job may require occasional business trips outside Bahrain