13/08 Sneha
Associate Consultant at HeadPro Consulting LLP

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Manager - Service Delivery/Operations - Telecom (8-12 yrs)

Vishakhapatnam/Vizag Job Code: 840420

Manager - Service Delivery/Operations - Domestic Telecom Industry

Strong preference for Telugu speaking incumbents..

Preferred candidates from Telecom industry background.

PS : Alternate Saturdays working

Purpose of the Role:

- Incumbent will be overall in-charge for service delivery for Vizag with regard to network operation, deployment, complaint resolution, and customer relationship management.

- Responsible for functional performance in accordance with company policy and procedures. Manage and develop team.

- Plan, implement, and manage all the required areas of responsibility to facilitate continuous improvement and personnel growth while supporting company goals, missions, and vision.

Key Responsibilities:

Build Operational Efficiency:

- Complete Responsibility of monitoring and driving Operations for the location

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

- Drive implementation of operational policies and procedures.

- Monitor performance and ensure high productivity levels to drive specified customer uptime

- Conduct periodic audit and inspection to ensure that testing and measurement equipment are available and being utilized by the field staff as per laid down norms and procedures

- Provide support to corporate customers in respective Business

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

- To liaise with corporate contacts, build and develop relationships

Drive Business Results:

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

- Assume overall responsibility for supporting technical customer care as per laid down norms as well as monitoring of complaint resolutions

- Monitor and track implementation of various new infra for existing network and customers and Support rollout of new platforms like GIS,FWMP,CRM, GPON etc

- Review recommendations received for implementation of new projects, provide resources required and monitor implementation

- Support end-to-end customer care processes and procedures with a view to increase customer retention

People Management & Development:

- Own & drive organizational people processes

- Successful assimilation of new hires in to the roles

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

- Drive & adhere to employee certification norms

- Up skilling the team for new projects & drive change management initiatives

- Establish & monitor measures of performance of the team

- Attrition management - review, analyse, plan & execute control mechanisms. Man power planning, exigency planning

Desired Skills for the Role:

- Should possess strong market Intelligence/Industry knowledge or experience/commercial acumen

- Should demonstrate execution excellence/do it right approach

- Results driven approach, high level of urgency, ability to prioritize as per business requirement

- Possess Strong interpersonal abilities

- Strong negotiation, communication & presentation skills

- Strong situation handling & takes pride in customer service

- Values people development, values transparency & open communication within the team

- Ability to drive change, probable improvement areas in existing processes, problem solving approach

Educational & Experience requirements:

- MBA with 8 - 10 years of experience in operations

- Should have experience of handling a team

- Preference will be given to the candidates with operations background

Interested incumbents interested to relocate to Vizag/Vishakhapatanam can apply Asap.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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