Executive Field/Customer Ops

ARE YOU READY TO RISE WITH PTCL GROUP

We are not just industry leaders; we are redefining excellence with groundbreaking solutions. PTCL Group stands out in the technology industry with its commitment to high-end innovation and leading the way in delivering integrated ICT and Cellular Network services in Pakistan, all rooted in our journey of Culture Transformation & Change Management.

PTCL Group actively cultivates an inclusive & diverse culture that values and uplifts every individual, regardless of their gender, social background, religion, belief, or disability .

PTCL Group Vision & Values:

With a clear vision to become the largest technology player and champion driving the digital transformation of Pakistan, PTCL Group is guided by a set of our unified core values:

• Be Resilient
• Think Big
• Win Every Battle
• Value Success

IN THIS ROLE YOU WILL:

The core objective of this role is to ensure the achievement of operational KPIs, provide project management and oversight, and facilitate cross-functional coordination across multiple teams. You will drive the execution of high-impact regional projects, optimize resource utilization, and ensure exceptional customer service delivery alongside operational KPIs. While close alignment with your team and manager is required, you are expected to operate with minimal supervision, independently managing day-to-day planning, analytics, vendor coordination, and operational management.

HOW CAN YOU EXPRESS YOUR TALENT:

• Manage daily installation orders and post-integration Quality of Installation (QOI) by maintaining a paid order rate above 90%, ensuring compliance with assigned Mean Time To Provision (MTTP) targets, and reducing order cancellations or revisions.
• Maintain tracker accuracy with timely updates and ensure strong follow-ups with the sales team to keep QOI above 95%.
• Oversee resource and asset management by ensuring the availability of operational stores, managing tools and vehicles, and handling resource management systems (NMS).
• Plan and execute rehabilitation projects effectively.
• Facilitate seamless communication between field teams and management by providing technical support, resolving operational challenges, and ensuring the timely execution of tasks.
• Organize regular review sessions to identify operational gaps, enhance team performance, and align efforts with regional KPIs.
• Monitor network KPIs, conduct field reviews, and drive the resolution of service gaps through effective coordination with cross-functional teams.
• Analyze operational and field performance data to identify trends, inefficiencies, and areas for improvement, subsequently developing actionable strategies to enhance service delivery, optimize resource utilization, and support data-driven decision-making across regional operations.

WHAT YOU NEED TO BE SUCCESSFUL:

Qualification

• A Bachelor's degree in Electrical, Telecommunication, or Electronics Engineering from an HEC-recognized university.
• 1 to 3 years of relevant professional experience.

Technical Competency:

• Telecom Network and Business Operations Knowledge.
• Data Analytics and Reporting.
• Resources and Stakeholders Management.
• Field Operations and GPON Network Expertise.

PTCL Group's family-centric policies, offering 6-month maternity and 30-day paternity leave, along with a hybrid work model, redefine the workplace for a balanced and fulfilling career.