ISP Business Operations & Development Manager – Responsibilities

Business Development
- Develop and implement business growth strategies.
- Identify new market opportunities and potential customers.
- Build and maintain relationships with corporate, SME, and residential clients.
- Prepare business proposals, quotations, and service agreements.
- Achieve monthly and annual sales and revenue targets.
Operations Management
- Oversee daily ISP operations to ensure uninterrupted service delivery.
- Coordinate with NOC, technical support, and field teams.
- Monitor service quality, network uptime, and customer satisfaction.
- Ensure compliance with company policies and regulatory requirements.
- Manage vendor and partner relationships.
Customer Relationship Management
- Maintain strong relationships with existing customers.
- Handle major customer complaints and service escalations.
- Improve customer retention and reduce churn rates.
- Conduct customer satisfaction surveys and implement improvements.
Team Leadership
- Lead and supervise sales, support, and operational staff.
- Set KPIs and performance targets for team members.
- Conduct training and development programs.
- Monitor employee performance and productivity.
Financial Management
- Prepare budgets, forecasts, and business plans.
- Monitor revenue, expenses, and profitability.
- Support billing, collections, and account receivable management.
- Analyze financial reports and recommend improvements.
Regulatory & Compliance
- Ensure compliance with BTRC regulations and ISP licensing requirements.
- Maintain necessary operational documentation and reports.
- Coordinate with government and regulatory authorities when required.
Strategic Planning
- Develop long-term business expansion plans.
- Evaluate new technologies and service opportunities.
- Identify risks and implement mitigation strategies.
- Prepare management reports and present business performance updates.
Key Performance Indicators (KPIs)
- Monthly revenue growth.
- New customer acquisition.
- Customer retention rate.
- Network uptime and service quality.
- Collection efficiency.
- Team performance and productivity.
- Customer satisfaction score.
Reporting To
- Managing Director / Chief Executive Officer (CEO)