Wireline Operations Manager

ROLES & RESPONSIBILITIES:-

This position is responsible for wire line (NLD & Access) Service Assurance for wireline B2B Customer links and thereby directly contributing customer satisfaction. The position will also be responsible for enhancing efficiencies, mitigate risks, resolve issues and optimize cost savings, and to ensure that all deliverables are completed within SLAs. He shall also work towards identifying, developing and implementing techniques to improve engagement productivity. Additionally, this position will be responsible for driving decisions with various stakeholders like Networks, CFM, Fiber factory etc.

• Ensure customer SRs gets resolved within timelines along with compliance to norms through meticulous governance with all stakeholders.
• Capturing major milestones/project plans against deliverables and driving teams to ensure compliance against same to meet customer requirements & achieve customer delight.
• Business process mapping, compliance and developing process oriented approach within function.
• Develop a highly skilled and efficient team to drive customer satisfaction. Maintain high level of motivation and energy in teams.
• Institutionalize learning process by creating knowledge base and build culture of knowledge sharing in teams.
• Reporting of MIS/Dashboards to senior management/functional heads capturing areas of improvements, performance trends & bottlenecks
• Collaborating with business units to integrate business needs, interests, and objectives
• Effectively communicate with excellent interpersonal skills to ensure precise & timely communication to stakeholder

PRINCIPLE ACCOUNTABILITIES:-

B2B Service Assurance:

• Manage multiple simultaneous cross functional teams across various line of business and different products
• Ensure Customer data link service assurance and active approach to address the customer reported issues and puts in measures to avoid repetition for 3 LoBs i.e. GB/EGB/CB
• Work end to end with the stakeholders for identification of problems / repeat reasons and ensure that all risks are prioritized and mitigation plans are put in place
• Identify and build cross linkages for enabling Resource Optimization & Optimum utilization across CSAT Improvement:
• Drive team to ensue achievement of CSAT targets by devising and ensuring implementation of cross functional action plans
• Identifies and implement actions for self and team development.
• Intervenes, analyses, manages and resolves business conflicts between the company and the Customers
• Consistently monitor and review, the KPIs and take action as required, to improve the same

Process improvement:

• Define and Streamline approved processes to achieve business goals
• Continuously review of process efficiency and involvement of cross functional teams, if required to define / modify processes

Governance and Reporting:

• Engage with relevant stakeholders to get a governance model deployed for successfully overcoming roadblocks and bottlenecks during the delivery of any service.
• Manage the process to ensure all Risks, Issues, dependencies and Progress are reported to all relevant stakeholders

PREFERRED CANDIDATE PROFILE:-

• 6- 8 years of technical operations and Customer Facing experience.
• Customer Focus and Customer first attitude
• Reasonable Commercial, process and Business Awareness
• Perseverance and go getter attitude.
• Collaborative relationships building & working
• Effective Communication and Impact
• Self-Management and Personal Development.
• Engineering degree with MBA (Desirable) or Diploma / Engineering degree.