Wireline Operations Manager

• 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 disclosing 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 convey with excellent interactive skills to ensure precise & timely communication to stakeholder

• 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

• 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.

• 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

• 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

• 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.

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