FTTH Operations Manager

Job Description: FTTH Operations Manager

Location: Umhlanga - Durban

Duration: 12 months

Role Purpose

The Performance Insights Analyst is responsible for analysing operational performance, identifying trends, and providing actionable insights that improve customer retention, FTTH saves performance, and operational efficiency. The role partners closely with business stakeholders to deliver meaningful reporting, monitor key performance indicators, and drive continuous improvement initiatives through data-driven decision-making.

Key Responsibilities

• Performance Reporting
• Produce daily, weekly, and monthly operational performance reports.
• Analyse trends, KPIs, and performance metrics relating to FTTH Saves.
• Develop dashboards and reports to support operational decision-making.
• Generate tenure-based insights to support customer retention strategies.
• Conduct root cause analysis on call drivers and identify opportunities to improve save conversion rates.
• Analyse premature cancellations and recommend corrective actions.
• Deliver in-flight deletion insights, highlighting operational risks and intervention opportunities.
• Validate and ensure the accuracy of disposition reporting and operational data.
• Provide operational insight to improve adherence to processes and performance standards.
• Support quality assurance initiatives through detailed performance analysis.
• Identify opportunities to optimise end-to-end FTTH Saves processes.
• Stakeholder Management
• Partner with Business Partners, CVM, Product, and Operations teams to develop insight-driven retention campaigns.
• Present findings and recommendations to management and key stakeholders.
• Prepare incident reports with mitigation recommendations where performance is impacted.
• Continuous Improvement
• Develop and recommend upskilling initiatives to address performance gaps.
• Drive accountability through performance monitoring and reporting.
• Continuously identify opportunities to improve operational efficiency and reduce cost-to-serve.

Minimum Requirements

Qualifications

• Diploma or Degree in Business Analytics, Statistics, Information Systems, Business Management, Mathematics, or a related field.
• Experience
• 3–5 years' experience in a Performance Analyst, Business Analyst, Reporting Analyst, or Operations Analyst role.
• Experience within Telecommunications, Contact Centre, Customer Retention, or Customer Experience environments is advantageous.
• Experience analysing operational KPIs and customer performance metrics.
• Strong reporting and dashboard development experience.

Technical Skills

• Advanced Microsoft Excel
• Power BI
• SQL (advantageous)
• Tableau (advantageous)
• Data Analysis & Reporting
• KPI & Performance Management
• Root Cause Analysis
• Data Validation & Quality Assurance
• Business Intelligence
• Report Automation

Core Competencies

• Strong analytical and problem-solving skills
• Excellent attention to detail
• Ability to interpret complex datasets
• Excellent verbal and written communication
• Stakeholder management
• Time management
• Planning and organisation
• Customer-focused mindset
• Ability to work under pressure
• Continuous improvement mindset

Key Performance Indicators (KPIs)

• Accuracy of reporting
• Timeliness of reports
• Insight-driven business recommendations
• Improvement in FTTH Saves conversion rates
• Reduction in customer churn
• Process optimisation initiatives delivered
• Stakeholder satisfaction
• Data quality and reporting accuracy