ACT Manager/Senior Manager Service Delivery ISP/Telecom Sector

Job Description

ACT - Manager/Senior Manager - Service Delivery (ISP / Telecom)Purpose of the Role: Overall in-charge for a branch with regard to network operation, deployment, complaint resolution, and customer relationship management. Responsible for branch performance in accordance with company policy and procedures. Manage and develop branch personnel. Plan, implement, and manage all the required areas of responsibility to facilitate continuous improvement and personnel growth while supporting company goals, missions, and vision.Key Responsibilities:Build Operational Efficiency:- Complete Responsibility of monitoring and driving Operations for the branch- Design and implement strategy for expanding operational support services and network in line with sales forecast or approved expansion plans- Drive implementation of operational policies and procedures.- Monitor performance of branches and ensure high productivity levels to drive specified customer uptime- Conduct periodic audit and inspection to ensure that testing and measurement equipment are available and being utilized by the field staff as per laid down norms and procedures- Provide support to corporate customers in respective Business- Design and implement customer Relationship management strategy with a view to increase customer retention- To liaise with corporate contacts, build and develop relationshipsDrive Business Results:- Responsible for timely execution of special projects/ up-gradation assignments- Assume overall responsibility for supporting technical customer care as per laid down norms as well as monitoring of complaint resolutions- Monitor and track implementation of various new infra for existing network and customers- Support rollout of new platforms like GIS, FWMP, CRM, GPON etc- Review recommendations received from Branches for implementation of new projects, provide resources required and monitor implementation- Support end-to-end customer care processes and procedures with a view to increase customer retentionPeople Management & Development:- Own & drive organizational people processes- Successful assimilation of new hires in to the roles- Analyse training needs of operations staff and co-ordinate with Functional Training Team and HR to ensure design and implementation of training programs- Drive & adhere to employee certification norms- Upskilling the team for new projects & drive change management initiatives- Establish & monitor measures of performance of the team- Attrition management review, analyse, plan & execute control mechanisms- Man power planning, exigency planningOverall Custodian of Organizational Culture & Values:- Compliance to safety norms & SOPs- Responsible for process compliance in the branch- Creating & upholding an engaged workforce- Responsible for driving organizational values & ways of workingKey Result Areas:This role has the responsibility of driving efficiency across the Business, providing outstanding leadership to associates and championing ACTs culture of service, respect and integrity. This role is responsible for maintaining a performance driven environment, drive operational efficiency, and apply the best practices and processes while providing outstanding customer service and supervising each branch to bring in success of this roleDesired Skills for the Role:1. Should possess strong market Intelligence/Industry knowledge or experience/commercial acumen2. Should demonstrate execution excellence/do it right approach3. Results driven approach, high level of urgency, ability to prioritize as per business requirement4. Possess Strong interpersonal abilities5. Strong negotiation, communication & presentation skills6. Strong situation handling & takes pride in customer service7. Ability to manage the governance mechanism, focus on CSAT results8. Ability to drive change, probable improvement areas in existing processes, problem solving approach9. Values people development, values transparency & open communication within the teamKey Personal Attributes:- Good communication skills, reasoning and analytical ability- Must be collaborative in approach and a team player- Very good at networking, negotiations and influencing- Capability to understand the customer needs and strong business acumen- Ability to handle large teams and handle multifunctional projectsSecond and Fourth Saturdays are holidays. Other Saturdays are working. IIM Jobs