About the job

Job Summary

  • Gather, and compile data & inquiries to achieve the objectives of the report that are being generated by other and/or by the person himself and/or combination or customization of the existing and/or new report with relevance analysis and recommendations. The data inquiries include all related activities and/or transactions data from all related systems and processing into comprehensive and accurate data, reporting and information required by Customer Experience management in making tactical decisions to support the higher strategy level in supporting the company strategy.
  • Provide automation of regular data & report operation monitoring in order to speed up the operation Customer Experience Analysis.

Job Description

Data Processing, Analysis & Reporting Management

  • To compile, gather and analyse all required data and/or statistical quality data of subscribers and touch points with comprehensive details, accurate and timely manner from the related system and present accordingly. Covering all-region and head quarter data.
  • To effectively, accurately manage and maintain regular report submission in an scheduled manner to support all Division teams in achieving the target and analyse data to identify areas for improvement in the quality activities and/or system.
  • To provide data and report dashboard for customer Engagement & Operation Management and all related operations team (regions/area) to support daily activities in order to engage with segmented customers and also commercial team to define the reliable business target. And actively develop, recommend and monitor corrective and preventive actions including preparing reports to communicate outcomes of quality activities
  • To manage existing reports dashboard: Daily 3Store achievement, Daily KPI dashboard, Weekly USIM update, and Monthly Profit and Loss report template.

Coordination & Liaison of Data Results

  • To liaison, coordinate, provide & monitoring all data updated in regular systematic & structured management reports with comprehensive analysis related to the touch points in a timely and simultaneously manner and contributes to the flow of communication within the team, by actively participating and coordinating with related people.
  • Able to share responsibility for the ongoing improvement in the regions through participation in quality audit processes and submitting suggestions for improvements to activities based on report analysis.

Service Assurance and Performance Management

  • To ensure all the services provided by customer engagement & operation Division are delivered as expected by providing performance reports with quality service analysis of each service based on customer touch points and customer segmentation.
  • Capture, analyse and do regular review of all related quality data to ensure operations are adhering to quality SOPs and provide feedback to related team, superior & management
  • To coordinate and documented internal audits and support on-site audits conducted by external providers (if any), evaluate audit findings and implement appropriate corrective actions.

Job Requirements

  • Bachelor Degree (S1) in any discipline
  • Having 5 years in reporting management, production & generation through SQL, Oracle, Macro, ERP, Point of Sales system, etc, Quality Auditor or Improvement Associated, Six Sigma/black-belt & Tableau skills will be an advantage.
  • Have an experience in Reporting Management, Analysis, Quality/Service Assurance, Project Management, Business Project & Service, Total Quality & Audit Management, Management Information System or Enterprise Information System
  • Experience with implementation of corrective action programs/projects
  • Strong computer skills including Microsoft Office and databases, knowledge of tools, concepts and methodologies of QA and reporting,
  • Having a business understanding of IT, Marketing, Sales, IT and Customers & Competitor knowledge of FMCG/Healthcare or Pharmaceutical /Banking or Telecommunication industry will be an advantage.
  • Expertise in process management, prince2, PMP, TQM or black belt six sigma, strong in analytical & strongly proficient in MS Office, CRM, ACD, an expert in data analytical & reporting, acknowledge in telecommunication industry and excellent in negotiation skill, data collection, management and analysis

About PT Indosat Ooredoo Hutchison

Indosat Ooredoo Hutchison (IDX: ISAT) ("IOH"), are here with our vision to become the most preferred digital telecommunications company of Indonesia. The IOH merger combines two highly complementary businesses between PT Indosat Tbk (“Indosat Ooredoo”) and PT Hutchison 3 Indonesia to create a new world-class digital telecoms and internet company for Indonesia that can better compete and create additional value for all stakeholders, including employees, customers, and shareholders. Indosat Ooredoo Hutchison is now the second-largest mobile telecoms business in Indonesia.

Indosat Ooredoo Hutchison will be guided by its corporate vision “To Become the Most Preferred Digital Telco of Indonesia” to capture the tremendous market opportunities presented by Indonesia’s digital and economic growth.

The Company’s enhanced scale, financial strength, and expertise, combined with its preeminent networks, talent, and strategic partnerships, will enable Indosat Ooredoo Hutchison to become a key telco player driving Indonesia’s digital transformation agenda. The Company will focus on its core mission of delivering world-class digital experiences while connecting and empowering every Indonesian.