• Mumbai City
  • Save Job
  • 15 - 18 Years
  • Posted : 24 days ago

Job Description:

Lead, guide and manage Service Management operations regionally including establishing uniformity and standardisation of structure and processes across the region and in line with the global organisation to provide focused and uniform service reliability to the business customers; Guide and monitor technical team to provide technical consultancy to SMs to develop service improvement plans for all customers; Monitor financial management processes and customer experience management processes Engage in the presales process as a part of the bid management and selling team with the objective of having highest customer satisfaction during customer life cycle and continual improvement to services offered to customers

Operating Network - Key External

Enterprise customers, Enterprise sales, CSO, product and internal functions( BU like Enterprise, Global Carriers)

Operating Network - Key Internal
Sales teams, SA , SD, Billing and Collections, Product and Senior Management
Size and Scope of Role - Financial
Size and Scope of Role - No of direct reports
Size and Scope of Role - Total team size
Size and Scope of Role - Other size parameters
Minimum qualification & experience

BE + MBA minimum 15 years in telecom industry preferably in a customer management role

Other knowledge/skills

ITIL Certification, cisco certification, ETOM + PMP, Influencing Skills, Interpersonal skills, communication skills

Key Responsibilities

1 BU Customer Engagement Performance Metrics - CSAT No of Governance Meetings v/s planned Customer Feedback No of Strategic Improvement plans implemented
2 BU Customer Management Performance Metrics - CSAT Accuracy of customer inventory on company system Customer Feedback
3 BU Process standardization Performance Metrics - Common Dashboard across Region for all performance metrics
4 Technical Relationship Management ( all customers ) Performance Metrics - Accuracy of customer network on company system Network failures
5 SLA coordination ( all customers) Performance Metrics - TAT
6 Team Development Performance Metrics - Team engagement % attrition Manpower cost and productivity

Profile Summary:

Employment Type : Full Time
Industry : Banking / Financial Services
Salary : Not Disclosed
Deadline : 19th Feb 2020

Key Skills:

Company Profile:

Tata Communications Ltd
Tata Communications is operating at a pivotal moment in the evolution of human activity the so-called Fourth Industrial Revolution As a leading provider of global digital infrastructure services, the company provides the integrated, globally managed tech solutions that underpin the fast-growing digital economy

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