Product Administrator: FTTH

Purpose of the Job

The Product Administrator: FTTH provides administrative, operational and coordination support to the Hypa Fibre Product team. The role is responsible for ensuring that product-related administration, reporting, documentation, system updates, FNO administration, process maintenance and stakeholder requests are completed accurately and within agreed timelines. The role acts as a coordination point between Product, Sales, Retentions, Debtors, Systems, Marketing, Operations and Fibre Network Operators (FNOs), with a primary focus on execution, administration, data accuracy and follow-through, while product strategy, commercial decisions, pricing approvals and material escalations remain with the Product Manager.

Key Responsibilities

Product Administration

• Provide day-to-day administrative support to the Hypa Product team.
• Maintain product information, product documentation and supporting schedules.
• Maintain product-related spreadsheets, trackers and shared folders.
• Assist with approved product changes and updates.
• Ensure product information is accurately captured and maintained.
• Maintain records of product changes, launches and amendments.
• Follow up with internal teams on outstanding product-related actions.
• Track agreed actions through to completion.

Product Collateral Administration

• Coordinate the creation, updating and maintenance of product-related collateral with Product and Marketing.
• Ensure collateral reflects the latest approved product features, pricing, terms, benefits, eligibility criteria and processes.
• Coordinate submission of new or amended collateral for review and sign-off.
• Track required Product, Marketing, Legal, Compliance and stakeholder approvals.
• Maintain a central repository of approved product collateral.
• Maintain version control and remove or clearly mark obsolete collateral.
• Coordinate collateral updates following product launches, product changes, FNO price changes, promotional changes or process amendments.
• Track outstanding collateral actions, approvals and publication dates.
• Maintain an audit trail of approvals and final approved versions.
• Support the Product Manager with collateral preparation for product launches and changes.

FNO Administration and Coordination

• Maintain FNO product information and documentation for Vuma, Openserve and Frogfoot.
• Assist with FNO product updates and changes.
• Maintain FNO rate cards and supporting documentation.
• Assist with FNO-related administration and queries.
• Maintain FNO contact lists and operational information.
• Assist with FNO portal administration.
• Escalate commercial or pricing matters to the Product Manager.

FNO Portal Administration

• Request FNO portal access for new staff.
• Maintain a record of FNO portal users.
• Process access requests as instructed.
• Assist with amendments to user permissions.
• Assist with removal of access when employees leave or change roles.
• Maintain documentation of access requests.

Product and System Administration

• Prepare and submit product information for system configuration.
• Maintain product setup information.
• Assist with system testing and User Acceptance Testing (UAT).
• Record testing results and defects.
• Log and track system issues.
• Follow up with Systems and Soliditech on outstanding issues.
• Maintain a tracker of development and system-related actions.
• Assist with information required by Systems and Development teams.
• Track development ETAs and outstanding actions.
• Record actions from Sprint Planning sessions.
• Distribute action items to relevant stakeholders.
• Escalate overdue or blocked items to the Product Manager.

Product Testing and UAT Support

• Assist with testing new and amended fibre products.
• Execute test cases provided by the Product Manager or Systems team.
• Capture and maintain test results.
• Identify and document defects.
• Provide screenshots and supporting information where required.
• Retest fixes once completed.
• Confirm completion of allocated test scenarios.
• Escalate failed tests or material issues to the Product Manager.

FNO Files, KML and Data Administration

• Receive and distribute FNO files to relevant internal teams.
• Maintain FNO data folders.
• Assist with KML file administration.
• Ensure new KML files received from FNOs are submitted to Systems for upload.
• Maintain a record of KML files received and submitted.
• Validate that required information has been received before submission.
• Follow up on missing information.
• Maintain accurate records of completed imports.

LVR / Vuma Reach Administration

• Receive and coordinate AEX files.
• Assist with identifying orders that have not been imported into Solid.
• Maintain the LVR import tracker.
• Coordinate with the Admin team where customer ID, GPS latitude or GPS longitude information is required.
• Assist with updating the Vuma Reach Portal Customer Import module.
• Assist with ensuring orders are imported into Solid.
• Track outstanding orders.
• Follow up on incomplete information.
• Escalate unresolved issues to the Product Manager.

Reporting and Data Administration

• Maintain product reporting spreadsheets and trackers.
• Assist with daily BI reporting processes.
• Ensure required FNO files are available for reporting.
• Assist with uploading daily files where required.
• Monitor report completion.
• Identify obvious data discrepancies and escalate them.
• Assist with compiling Gross Sales and Net Sales information.
• Assist with tracking terminations and suspensions.
• Assist with monitoring LVR numbers.
• Assist with product-level customer data.
• Maintain reporting records and supporting documentation.

Revenue Assurance and Reconciliation Support

• Assist with monthly FNO reconciliation and Revenue Assurance activities.
• Assist with queries escalated by the Revenue Assurance team.
• Escalate unresolved issues to the Product Manager.
• Assist with tracking corrective actions.

Refunds and Credit Note Administration

• Provide administrative support for fibre refund and credit-note processes.
• Assist Debtors with supporting information.
• Prepare information for authorised Product approval where required.
• Escalate exceptions to the Product Manager.

Customer Escalation Administration

• Receive and record escalated product queries.
• Ensure requests are submitted in writing where required.
• Gather customer and order information.
• Review available system information.
• Obtain information from relevant internal teams.
• Maintain an escalation tracker.
• Follow up on outstanding actions.
• Communicate status updates to relevant stakeholders.
• Escalate complex or unresolved matters to the Product Manager.
• Maintain appropriate records for audit purposes.

Product Training Administration

• Schedule product training sessions.
• Maintain training calendars.
• Send invitations and meeting details.
• Maintain attendance registers.
• Prepare training material and documentation.
• Ensure the latest approved product information is used.
• Maintain training records.
• Assist with onboarding administration.
• Distribute approved product information to attendees.
• Follow up on training-related actions.

Process Administration

• Maintain the register of Hypa Product processes.
• Maintain current versions of process documentation.
• Schedule process mapping sessions.
• Coordinate attendance from relevant stakeholders.
• Capture required process information.
• Maintain action logs.
• Follow up on outstanding process actions.
• Ensure completed process documentation is stored correctly.
• Assist with updating processes following approved changes.
• Maintain records of process owners and approval status.
• Ensure superseded versions are appropriately archived.

Competitor Analysis Administration

• Collect competitor fibre pricing information.
• Update the approved competitor analysis spreadsheet.
• Ensure information is captured consistently.
• Maintain historical competitor pricing.
• Save updated reports in the appropriate shared folder.
• Highlight material pricing changes to the Product Manager.
• Assist with gathering supporting information where required.

Price Change Administration

• Maintain the price-change tracker.
• Capture approved new pricing.
• Update relevant product administration documentation.
• Assist with product code updates.
• Provide approved information to Systems and Soliditech.
• Assist with checking that approved changes have been implemented.
• Maintain before-and-after pricing schedules.
• Assist with Marketing and Online communication coordination.
• Maintain supporting records for audit purposes.

Sales and Operational Support

• Provide administrative support to Sales and Sales Management on product-related queries.
• Assist with product information requests.
• Maintain approved product information and FAQs.
• Assist with resolving straightforward operational queries.
• Escalate product, pricing or policy decisions to the Product Manager.
• Support Sales with approved product documentation.
• Assist with onboarding and product information for new employees.

Qualifications

• Grade 12 / Matric
• Certificate, Diploma or qualification in Business Administration, Commerce, Information Technology, Telecommunications or a related field is advantageous.

Experience

• 2+ years' experience in an administrative, product, telecommunications, ISP or operational support environment.
• Experience within a fibre or telecommunications environment.
• Product administration experience.
• Experience working with CRM, OSS/BSS or order management systems.
• Experience with process documentation
• Experience with Excel and reporting.

Skills and Competencies

• Strong attention to detail.
• Tracker management.
• Data capturing and validation.
• Record keeping.
• Document management.
• Meeting administration.
• Microsoft Office proficiency.
• Strong Microsoft Excel skills.
• Basic understanding of OSS/BSS systems.
• Basic understanding of order management systems.
• Ability to learn internal systems quickly.
• Basic understanding of FTTH.
• Basic understanding of FNO and ISP operating models.
• Understanding of fibre orders, activations and cancellations is advantageous.
• Excel reporting.
• Basic data analysis.
• Maintaining reporting schedules.Highly organised.
• Detail-oriented.
• Reliable.
• Structured.
• Proactive.
• Strong follow-up skills.
• Able to manage multiple priorities.
• Strong written and verbal communication.
• Customer-focused.
• Team-oriented.
• Able to escalate issues appropriately.
• Comfortable working across multiple departments.
• Able to work independently once processes are understood.
• Comfortable working with repetitive processes while maintaining accuracy.

Key Performance Indicators (KPIs)

• Accuracy of product administration.
• Accuracy of product and FNO information.
• Timely completion of administrative tasks.
• Data accuracy.
• Maintenance of trackers and documentation.
• Turnaround time on assigned requests.
• Outstanding actions followed up within agreed timelines.
• FNO administration completed accurately.
• FNO portal access completed within agreed timelines.
• KML and FNO file submissions completed on time.
• UAT tasks completed within agreed timelines.
• Development actions tracked and followed up.
• Defects correctly documented.
• Testing accuracy.
• Process documentation maintained.
• Process trackers kept current.
• Actions from process mapping sessions followed up.
• Approved process changes implemented administratively.
• Internal stakeholder queries responded to within agreed timelines.
• Accurate information provided to Sales and Operations.
• Effective follow-up of outstanding requests.
• Professional stakeholder communication.