ACT Fibernet - Operations Head - Broadband Business

Purpose of the Role

Overall in-charge for Operations with regard to financial performance, network operations, complaint resolution, project execution and customer relationship management. Responsible for total performance in accordance with company policy and procedures. Plan, implement, and manage areas of responsibility to facilitate continuous improvement and personal growth while supporting company goals, missions, and vision.

Role Description

- Complete Responsibility of monitoring and driving Operations of Broadband Business

- Drive implementation of operational policies and procedures and ensure high productivity levels

- Responsible for ensuring and improving the performance, productivity, efficiency and profitability of departmental and organizational operations through the provision of effective methods and strategies in order to support company's strategy.

- Design and implement strategy for expanding operational support services and network in line with sales forecast or approved expansion plans

- Liaise, build and nurture relationships with external stakeholders

- Responsible supporting all end-to-end customer care processes and procedures with a view to increase customer retention.

- Responsible for timely execution of special projects/ up-gradation assignments

- Establish measure of performance and monitor performance of Operations staff

- Design and implement customer Relationship management strategy with a view to increase customer retention.

- Analyse training needs of operations staff and co-ordinate with Functional Training Team and HR to ensure design and implementation of training programs.

- Manage and facilitate successful collaboration between Project Team and various departments, mitigates communication gaps among the teams and stakeholders, provides direction and support as needed.

Key Result Areas

This role has the responsibility of driving efficiency across the Business Unit, providing outstanding leadership to associates and championing ACT's culture of service, respect and integrity.

This role is responsible for maintaining a performance driven environment, drive operational efficiency, and apply the best practices and processes while providing outstanding customer service and supervising, to bring in success of this role.

Work Experience

- Should have Minimum 6 + years- experience from Premiere B-School (Ideally 2009 Batch onwards)

- Should be preferably from FMCG/CD, Telecom, ISP Industry

- Should have Minimum 2+ years- experience in a consultative environment preferred

- Should have Minimum 4-6 years of experience in a managerial role preferred

- Should have experience in a managerial role handling large teams

- Should possess strong market Intelligence/Industry knowledge or experience

- Ability to handle large teams and handle multifunctional projects

- Must possess Strong interpersonal abilities

- Must have Strong negotiation, communication & presentation skills

- Proven leadership and management skills towards business results