Head of Customer Acquisition and Fulfilment

Area of Responsibilities

Key Activities

Deliverables

1. Customer Acquisition (Verification & Validation)

-  Lead the Verification & Validation team to confirm FTTH service availability at the customer's location against coverage maps/databases and required infrastructure.

-  Ensure every prospective customer is validated as a genuine customer prior to onboarding, preventing recycle-customer / fraud cases.

-  Set, monitor, and continuously improve verification SLA and accuracy targets; escalate coverage or infrastructure gaps to Technology/Network partners.

Verification & Validation SOP and coverage / infrastructure check workflow

Verification SLA and accuracy performance dashboard

Fraud / recycle-customer detection and escalation log.

2. Order Fulfillment & Service Delivery

-  Lead the Service Delivery function across order management, installation scheduling, site preparation, installation/activation, and quality assurance (interim coverage while the dedicated Head of Service Delivery role is vacant).

-  Ensure customer orders progress smoothly from sale through activation, coordinating with Sales, Billing, Technical, and Field Partner teams.

-  Own installation SLA performance, activation turnaround time, and first-time-right installation quality.

Order-to-activation SOP covering scheduling, site prep, installation, and activation;

installation SLA and activation turnaround time report;

first-time-right installation quality scorecard.

3. End-to-End Order-to-Activation Ownership

-  Act as the single point of accountability for the full journey from sold order to a genuine, verified, and successfully installed/activated service.

-  Build and maintain an integrated reporting cadence covering verification accuracy, installation SLA, activation success rate, and CSAT.

-  Resolve cross-functional bottlenecks between the acquisition (verification) and fulfillment (installation/activation) stages.

integrated acquisition-to-fulfillment performance dashboard (verification accuracy, installation SLA, activation success rate, CSAT)

cross-functional bottleneck/issue log with resolution status

monthly end-to-end funnel report (sold order → verified → installed → activated).

4. Recycle-Customer Prevention & Verification Integrity

-  Design and own a risk-based verification framework (identity/NIK, address, payment and bad-debt history, prior disconnection and blacklist screening) with clear auto-pass, auto-review, and manual-verification tiers, so recycle and fraudulent customers are blocked before order confirmation while genuine customers stay on a fast, low-friction path.

-  Govern both sides of the trade-off — false-positive rate (genuine customers rejected or delayed) and false-negative rate (recycle customers admitted) — and recalibrate rules, thresholds, and blacklist criteria together with Sales, Finance/Collection, and Fraud Management.

-  Own the authority to reject, hold, or release high-risk orders, and ensure every verification touchpoint follows approved script, channel, and maximum-contact standards so that tightened controls do not increase customer effort, order drop-off, or CSAT loss.

Risk-based verification & anti-recycle policy, including tiering rules, blacklist criteria, and decision authority matrix

Recycle/fraud prevention scorecard: recycle-customer rate, detection rate, false-positive rate, and verification turnaround time

Verification customer-experience standard with drop-off/CSAT tracking, and monthly rule-calibration review minutes.

5. Sales & Digital Order Journey Collaboration (Cancel-Registration Reduction)

-  Partner with HBB & FWA Sales, HBB Product, and the digital application/web owners to simplify the customer ordering journey — coverage check, registration, document upload, payment, and installation scheduling — reducing steps, rework, and abandonment.

-  Own the analysis of cancelled and abandoned registrations by journey stage, channel, sales agent, and region, and convert the findings into a prioritised change backlog with the application owners.

-  Agree and track joint KPIs with Sales and application owners (order completion rate, cancel-registration rate, order-to-verified cycle time), including agent- and channel-level feedback on mis-sold, incomplete, or out-of-coverage orders.

Order journey funnel analysis (order → registration → payment → verified) with drop-off and cancellation root-cause breakdown

Prioritised digital ordering-journey improvement backlog agreed with product/application owners, with before-after impact tracking

Joint Sales–Fulfillment KPI dashboard and monthly Sales–Product–Fulfillment review forum minutes with action tracker.

6. End-to-End Onboarding Journey Orchestration

-  Own the design and governance of the end-to-end onboarding journey so that Sales, Verification & Validation, field technicians, fiber partners (AMT, Iforte), Network/Technology, Billing, and the contact center operate as one cohesive chain with clear handover points, SLAs, and RACI.

-  Chair a cross-functional onboarding governance forum to resolve interlock issues (coverage versus sale, port and material availability, technician scheduling, partner capacity) and enforce the quality gates that protect growth: verified feasibility before installation, and completed checklist plus customer confirmation before activation.

-  Model verification, technician, and fiber-partner capacity against the sales forecast, flag capacity risk to Sales and Leadership early, and drive one shared onboarding scorecard so every stakeholder is measured on the same end-to-end outcome.

End-to-end onboarding journey map with RACI, handover SLAs, and quality gates across all internal and partner stakeholders

Cross-functional onboarding governance forum: cadence, minutes, escalation matrix, and issue-resolution log

Acquisition quality index (gross orders → verified → activated → early cancellation/churn) with capacity-versus-forecast risk flags.

7. Post-Onboarding Service Quality (Early-Life Customer Experience)

-  Own service quality for the first 30/60/90 days after activation — early-life fault rate, repeat trouble tickets, early complaints, and early churn.

-  Run a structured post-installation follow-up and onboarding CSAT/NPS programme, and feed the results back to technicians, fiber partners, and sales channels as accountable quality signals.

-  Analyse early-life complaints by root cause (installation workmanship, ONT/device, network, billing, or expectation gap created at the point of sale), drive upstream corrective action with the accountable owner, and escalate systemic issues to the VP-Head of HBB Operations.

Post-onboarding service quality dashboard (D+7 / D+30 / D+90 fault rate, repeat ticket rate, early churn)

Onboarding CSAT/NPS report with driver analysis by technician, fiber partner, and sales channel

Early-life root-cause and corrective action log, with a quarterly improvement report to Leadership showing before-after results.

8. People Management

-  Lead and develop the Verification & Validation and Service Delivery teams, setting clear KPIs and measuring performance regularly.

-  Own team structure and tasks, recruitment, performance management, team building, succession planning, mentoring, and training.

-  Provide feedback through 1:1s, personal development plans, and coaching to build a strong pipeline for the future Service Delivery headcount.

team KPI scorecards and performance review records;

Succession plan and development plans (PDPs) for Verification & Validation / Service Delivery staff;

Training and coaching completion log.

9. Partner Management

-  Manage the performance and SLAs of field/fiber partners (e.g., AMT, Iforte) and the contact center partner (PT VADS) relevant to acquisition and fulfillment.

-  Conduct partner performance reviews and drive corrective action plans for service or quality shortfalls.

Partner Management: partner (AMT, Iforte, Managed Service Contact Center) SLA performance report

partner review minutes and corrective action plans (CAPs).

10. Continuous Improvement

-  Ensure the team is continuously trained and capable of maintaining high-quality customer interactions.

-  Identify new tools and technologies to better verify, onboard, and serve customers.

-  Continually develop process improvements and lead change projects across verification and fulfillment workflows, using customer insights and analytics to identify companywide improvements and present these to Leadership.

Process improvement / change project tracker with before-after results;

tools & technology adoption roadmap; leadership improvement recommendation deck (from customer insights/analytics).

Qualification:

-  Education: A bachelor's degree in business administration, telecommunications, marketing, or a related field; a master's degree or relevant certification is an advantage.

-  Experience: At least 7-8 years' experience in customer operations, verification/fraud prevention, or service delivery/installation, including at least 3 years in a managerial/supervisory role leading multiple teams.

-  Proven track record managing the end-to-end customer lifecycle from acquisition/verification through installation and activation, ideally in telecom/FTTH or broadband services.

-  Leadership Abilities: Strong leadership qualities, including the ability to motivate, coach, and develop teams; experience in performance evaluation and fostering a positive work culture.

-  Technical Proficiency: Proficiency in MS Office, CX/CRM software, ticketing systems, and operational dashboards/analytics tools.

-  Analytical Skills: Ability to analyze data, interpret metrics, and draw actionable insights to drive verification accuracy and installation/activation improvements.

-  Organizational Skills: Strong organizational and time management abilities for managing multiple priorities and delegating tasks in a fast-paced environment.

-  Problem-Solving Abilities: Strong problem-solving skills and the ability to make independent decisions to resolve subscriber-level and operational issues.

-  Adaptability: Ability to adapt to changing circumstances, adopt new technologies, and adjust strategies based on evolving business needs.

-  Customer Focus: Genuine commitment to delivering exceptional customer experience and meeting or exceeding customer expectations.

-  Skilled at working effectively across a matrix organization with Sales, Billing, Technical, and Marketing teams, and managing external field/fiber partners.

Related Experience:

-  Customer Acquisition & Verification Leadership

-  Service Delivery / Installation Operations Management

-  Cross-functional Collaboration

-  Partner & Vendor Management

-  Strategic Planning and Execution

-  Data Analysis and Insights

-  Customer Experience (CX) Focus

-  Industry Knowledge (FTTH / Broadband)

Skills:

-  Leadership

-  Communication

-  Customer Service Expertise

-  Problem-Solving

-  Analytical Thinking

-  Team Management

-  Strategic Planning

-  Time Management

-  Conflict Resolution