Circle Service Head - Telecom

Enabling all FS delivery points and teams to make it easy and simple for our customers to deal with us by:

- Timely and Quality Installation

- Speedy and Quality Resolution of Viewing related problems faced by customers

- Acting upon Customer Satisfaction Study reports on a monthly basis and providing necessary input to various delivery teams.

- Ensure that there are no fraudulent accounts created / installed in the state.

Job description

Installation and Field Repair

- Selection, appointment and continuous management of ISPs

- KPI / SLA management (of various delivery units / partners)

- ISP and other vendors contract administration and management

- Quality of people, tools and training

Policy & Process Compliance

- Ensure that the organisation's processes and policies are adhered to.

- Provide regular input to keeping our processes in alignment with our service philosophy - Easy & Simple.

- Provide input to planning, training and quality as applicable

Customer Satisfaction

- Ensure that all necessary actions are taken based on the annual wave of CSAT study at strategic level

- Take quick action on input provided by the Central Quality and PI team (monthly tracker) to correct processes or any other tactical measures

People Management and Development

- Select, Develop and Retain quality manpower at all levels in the region (including direct and indirect manpower and vendors)

- Provide timely and necessary input to people on performance

- Ensure that the service philosophy is understood and communicated to all levels and individuals

- Maintain transparency in dealing with people and performance management

- Guardian and Champion of organisational culture in the state

Productivity and Cost Effectiveness

- Improve productivity continuously (without compromising quality) and therefore, keep costs at optimum levels.