Service Manager - Carrier

Why position existsJob Responsibilities To manage/ maintain customer relationships post sales at Regional level for Carrier Business.
Responsible for customer services quality provided through enterprise Services, leased lines.
Carry out and communicate services improvement plan through root cause analysis of the service failures on repeat basis, mass outages and long duration outages
Ensure Communication of Corrective and Preventive actions for zeroing down on fault repetition Functional areas Relationship Building with customers Managing relationship with the customers at National level with Planned Customer Visits periodically and on demand to build & maintain relationship Develop and manage strong alliance with internal/external stake-holders to improve the predictability of deliverables to better SLA and QOS readiness for new services and cost effective solution. Service Level Management KPI and SLA Reporting of customer services Document and Contract Store Contract Compliance governance (for SLA) Consequence management handling (for SLA in performance) Facilitate trouble free service to the customer in all aspects of the relationship
Conducting Service Review for customers.
Improvement in NPS/CTA scores Monitor Performance Management and design Team Development Initiatives to enhance performance.
Sharing RCA/ CAPA for chronic incidents and Escalated cases
Monthly reconciliation of inventory
Increasing & targeting penetration of API and digital tool
Special projects for Assurance related activities (Like proactive monitoring during critical events, Coordination for Preventive check for chronic links)
Key Result Areas Necessary Preferred Skills/ Capabilities and competencies Should have relevant customer service experience

Good interpersonal skills with ability to nurture business relationships
Team leadership Excellent skills in Planning, Problem Solving, Negotiating, Opportunity Creation.
Good Communication - Verbal & Written and Presentation Skills
Knowledge of Customer services processes, Product knowledge, Technology understanding of network.
Understanding of implementing AI/ML for enhancing customer experience.
Qualification Graduate / PG (Preferable IT & Telecom) Overall Work Experience Must have 6-7 years of work experience in Customer Service / Key Account Management function
Result oriented and Strategic thinking Age (Optional) Essential Requirement Behavioural Attributes Result Oriented, Self-Driven , Analytical , Strong Interpersonal & Good communication skills, team management skills, Excel Knowledge