GM - Service Excellence Head

Job Purpose

Responsible for building culture of customer centricity in the Circle

Role is required to drive operationalization and execution of TNPS, along with execution of Customer Insight processes.

Ensure adherence to all regulatory guidelines for the CS function in the circle, including reporting to Law Enforcing Agencies and internal reporting.

Ensure capability enhancements through structured training interventions

Key Result Areas / Accountabilities

1. Improve & maintain TNPS KPIs

2. Drive Insighting & analysis basis detractor and VOC feedback

3. Ensure Process audits and implement robust audit methodology and manage all business risks pro-actively to ensure compliance

4. Strategize, implement & ensure Regulatory compliance and drive & implement regulatory directives as per requirement and ensure timely & error free reporting to DoT / TRAI.

5. Ensure Training delivery, complete coverage and check efficacy of delivery. Training Partner management

6. Carry out circle level UATs as per UAT PF guidelines. Ensure correct circle level configurations and checks

Key Accountabilities :

1. Meet TNPS KPIs

2. Business Improvement Programs : count of Process, Systems & People Improvements for the Year

3. Minimal or no non-conformities in any internal / external audits

4. Ensure Compliance on critical CS guidelines. First time right implementation of any new regulation

5. Training effectiveness through adherence to calendar and guidelines

Core Competencies, Knowledge, Experience

1. Knowledge and Subject Matter Expertise around VIL processes, and systems

2. Ability to lead, influence, create and work within cross-functional team environments

3. Operational experience with all phases of telecom customer life cycle like call centre, back office, retention

Must have technical / professional qualifications

• Graduate / Post Graduate / MBA with a min 10+ years of experience in various customer service roles
• Experience of managing telecom operations