Head-B2B

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. Manager shall also work towards identifying, developing and implementing techniques to improve productivity.

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.
- 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 effective 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 accurate & 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

CSAT Improvement:
- Drive team to ensue achievement of CSAT targets

📌 Circle HeadB (Pune)
🏢 Athena Bharatjobs
📍 Pune