Digital Channel Synchronization

Job Purpose:

1. Collaborate with Product Owner to capture business needs and objective to transform into functional requirement and align with development team.
2. Collaborate with Product Owner to Ensure the whole Product & Program synchronized across Channel Touchpoint (Retail, Wholesale, Distribution).
3. Responsible for requirement development for end-to-end smooth configuration and onboarding process to assure execution meets Timeline and Business Expectation.
4. Working Closely with IT to plan and execute onboarding activities, including timeline creation and coordination pre-on-post onboarding process.
5. Responsible and reliable for handling Prioritized Cases and BAU request from Stakeholders, including but not limited to troubleshooting and propose relevant solution by working together with operations, customer support and technical team.
6. Communicate concisely with cross functional team (Business, BPM, IT) to Define, Inspect and Adapt for better SOP including Request Document, Timeline, PIC , etc.
7. Regularly maintain Knowledge Sharing Document or Business Reference (Retail Brief, Touchpoint Guideline, Go-To-Market, Business Monitoring Dashboard)

Key accountabilities

• Becoming point of contact for operational and technical matters within touchpoint including coordination and Follow up for onboarding, fixes and improvement both for business and technical side.
• Synchronize every Product, Program, Promo which onboarded across Channel touchpoint in term of price, benefit, business rule and mechanism.
• Keep monitor and follow up if there’s potential anomaly in areas:
  • All transaction coming from product/program/promo especially at post onboard phase
  • Customer behaviours & interaction in Apps (#of visitors, #returning, #in_apps time, etc)
  • Users feedback via chat, email and other media.

Stakeholders

• Product Owner
  • Regular Communication to understand Product Roadmap and Business Objective.
  • Regular Communication to capture what’s needed and to be prioritized
  • As a partner to deliver smooth onboarding (Product, Program, Feature) process
• Mobile Product Team
  • Communication to ensure onboarding deliverables meet business expectation
• Channel / Sales Team
  • Communication to ensure onboarding deliverables meet business expectation
• IT
  • Close Coordination to manage proper configuration and onboarding process.
  • Follow up massive or repetitive technical issues to Operation and Development Team

• EDM/MSA
  • Provide information of business metric to monitor
  • Together with EDM and MSA team to ensure data logged and available to monitor by stakeholder

Essential working experience

• Minimum 4 years of experience in portfolio management & product onboarding process within touchpoint, Complete understanding on how touchpoint work in high level development, operation, monitoring and analytic.
• Has Understanding and knowledge of content management system, including how it works and how to operate.
• Experience in telecommunication industry and has knowledge of particularities in Indonesia market
• Experience as business analyst/product operation within scrum or agile process
• Basic Understanding/Knowing/Familiar with tools such as Google Analytic, Firebase, MS Power BI, Database, Direct Query are big advantages.