:-

- 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.

- Knowledge of Wireline Network (Transport, FTTH, PRI).

- MPLS, explicit 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.

ADDITIONAL SKILLS:-

- Project Management, Team Management & RISK Management

- Good knowledge of Transport Network.

📌 Circle Lead Assurance (Jaipur)
🏢 Airtel
📍 Jaipur