Wireline Lead

JOB DESCRIPTION

 

Date: 3^rd Feb 2023

Job Title:                         Lead - Wireline Assurance

Reports to:                     Wireline Head – B2B Service Assurance

Division/Dept.:             B2B Service Assurance

 

JOB PURPOSE

              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 SLA’s. 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.

Essentially the key focus area of this position will be-

• 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 LoB’s 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

 

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

 

SKILLS AND KNOWLEDGE

 

              QUALIFICATIONS

Graduate in Science or B.Tech / B.E/MCA, Preferably MBA from a premiere B school

 

              RELEVANT EXPERIENCE

10 to 12 years of experience in Telecom, having experience in handling service assurance with flair of managing customer relationships/operations with strong service orientation. Good knowledge in Transmission Systems. Proficient in team building skills.

 

Knowledge required 

• Service assurance in Cross Functional environment aligned to business requirement
• High quality of understanding of the business, the market, the competitive landscape and the products and services offered
• Strong Technical understanding of telecom networks and services
• Good Exposure on B2B service assurance for multiple products

 

PERSONAL CHARACTERISTICS & BEHAVIOURS

• Must possess professional management skills; leadership, planning, influencing, negotiating, problem-solving, and relationship management skills
• Excellent Interpersonal Skills
• Problem solving at a strategic level, working with others to reach a resolution
• Careful planning to achieve accurate and timely results
• Team player with ability to collaborate across teams and direct efforts towards common objectives
• A confident communicator – with strong written and oral skills
• Proficient in using MS Office
• Self-motivated and self-driven
• Persuasion & negotiation Skills