Homes.NCR>AES>Lead - IWAN Assurance>TNL-HR-New Delhi-Mohan Estate

• Ensure customer SRs gets resolved within timelines along with compliance to norms through meticulous governance with all stakeholders.
• Driving teams to ensure compliance against defined goals and processes to meet customer requirements & achieve customer delight.
• Adhering to 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
• 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

Technical Skills

• Knowledge of IWAN must
• MPLS, clear channel, internet, SDWAN

Process improvement:

• Define and Streamline approved processes to achieve business goals
• Continuously review of process efficiency and highlight the requirements to define / modify processes

Governance and Reporting:

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

MAJOR CHALLENGES

• Develop and maintain harmonious relationship with customer and stake holders in multiple stakeholder environment
• Understanding business need & time lines and drive projects for improved productivity
• Ensure performance standards
• Managing internal and external escalations and working on alternates for solution
• Improvement in CSAT