Job Overview
Job Description
Classic Tech is Nepal’s leading Network Service Provider, operating since 2009 with a presence in 74 districts and 103 outlets. The company is committed to delivering high-speed internet at competitive prices, including dedicated speeds via GPON technology and fiber optics (FTTH Internet Service). Classic Tech’s offerings include broadband internet, IPTV, and advanced technology products, complemented by an unmatched level of customer service. Dedicated to customer satisfaction, the company continuously innovates to provide affordable and quality services under the guidance of a skilled technical team.
The Regional Manager serves as the highest-ranking Company representative at the branch level and holds full responsibility for the branch’s operational efficiency, commercial success, and customer service standards. This role is designed to drive revenue growth, ensure excellent customer experience, maintain network quality, manage personnel, and guarantee compliance with Company policies, regulatory frameworks, and strategic directives from Head Office.
1. Branch Operations Management
- Supervise daily branch activities to ensure smooth and efficient service delivery.
- Enforce Company policies, SOPs, and operational procedures across all functions.
- Ensure proper maintenance of branch facilities, equipment, and infrastructure by coordinating repairs and upgrades when necessary.
- Develop and control the branch’s operational budget, tracking expenses and reporting any variances.
- Maintain accurate and compliant records, registers, and documentation as per Company requirements.
2. Sales, Revenue & Business Development
- Lead the branch sales team to achieve and exceed subscription and revenue targets.
- Plan and execute local marketing initiatives in collaboration with the marketing department to enhance brand visibility and market reach.
- Identify and secure B2B and corporate clients, managing the full sales cycle from prospecting to onboarding.
- Monitor ARPU trends and promote upselling and service upgrades among existing customers.
- Analyze market trends, competitor activities, and customer feedback to recommend improvements in products, pricing, and services.
- Ensure accurate and timely billing, collections, and payment reconciliation processes.
3. Customer Experience & Service Quality
- Promote a customer-centric culture, ensuring professional and responsive service delivery.
- Track customer satisfaction metrics (CSAT) and implement corrective measures when needed.
- Oversee the resolution of customer complaints within defined SLAs and communicate outcomes effectively.
- Reduce churn by identifying at-risk customers and implementing retention strategies.
- Conduct regular engagement with key customers to strengthen relationships.
4. Network & Technical Oversight
- Coordinate with technical teams to maintain network uptime of at least 99.5% each month.
- Monitor service requests and ensure timely fault resolution in line with MTTR targets.
- Escalate major technical issues to higher-level support teams and ensure prompt resolution.
- Approve technician schedules to ensure adequate support for installations, maintenance, and emergencies.
- Maintain a strong understanding of the branch’s network infrastructure and coverage.
5. People Management & Team Leadership
- Lead and manage all branch personnel, including sales, support, technical, and administrative staff.
- Set performance goals, conduct evaluations, and implement improvement plans where required.
- Identify training needs and coordinate with HR for staff development programs.
- Manage attendance, leave, and scheduling to ensure consistent operational coverage.
- Foster a positive, inclusive, and high-performance workplace aligned with Company values.
- Support recruitment and onboarding of branch staff in collaboration with HR.
6. Compliance, Reporting & Governance
- Ensure full compliance with regulatory requirements, Company policies, and applicable laws in Nepal.
- Prepare and submit accurate operational, financial, and performance reports to senior management.
- Conduct internal audits and address gaps identified during compliance reviews.
- Maintain all necessary licenses, permits, and regulatory approvals.
- Ensure strict adherence to data privacy and information security protocols.
7. Branch Inventory & Asset Management
- Take full responsibility for all Company assets at the branch, ensuring inventory records are accurate and up to date.
- Ensure timely recovery of Company equipment from inactive customers and proper dispatch to the Central Store with complete documentation.
- Conduct quarterly physical stock checks, report discrepancies immediately, and ensure secure storage of high-value items.
- Be personally accountable for any inventory losses resulting from negligence or poor record-keeping.
8. Strategic Responsibilities
- Contribute to the branch’s annual business planning, aligning targets with overall Company strategy.
- Report significant business opportunities to senior management as per contractual requirements.
- Represent the Company professionally in interactions with customers, government authorities, vendors, and other stakeholders within the branch’s service area.
