TATA TELESERVICES LIMITED

POSITION DESCRIPTION SUMMARY

Position : Deputy General Manager

Department : SO

Function : Customer Experience- Service Operations

Position based at (Location) : Noida

Reports to : Head – Service Operations
1. POSITION SUMMARY

The incumbent will be responsible for delivering seamless and superior customer
experience across the billing, collections, and dispute resolution lifecycle,
ensuring communications done through various touch points for these three
verticals are in line with policies alongwith input accuracy, timeliness and
effective resolution of customer concerns across service operations touchpoints.

The role will lead and govern both in-house collection teams and external
collection agencies while collaborating closely with cross-functional
stakeholders to drive operational excellence, customer satisfaction, process
compliance, and service quality.

Key responsibilities include overseeing customer interactions and escalations,
strengthening billing and collection processes, driving issue resolution,
monitoring service performance,



and ensuring adherence to organizational
policies and governance standards, while consistently fostering a
customer-centric culture.

1. PRINCIPAL ACCOUNTABILITIES

* Ensure Completeness of Service recovery i.e. understanding and resolution
w.r.t. Customer’s initial Feedback in survey
* Engage with cross-functional teams (Service assurance, CSMs, Billing, IT,
Revenue Assurance, Collections team and Payex team) to analyse RCA of
detractor customers based on VOC after SRD.
* Identify if there is any need for Process, system fixes and initiate
corrections through respective responsible functions and IT.
* Building and shipping periodic MIS to stakeholders (Including Agencies/
Collection Managers) on NPS performance
* Sign off Survey outcomes with Customer Experience/Service assurance team for
SLT Decks and reap computations.
* Prepare Management Presentations on monthly NPS performance and actions
up

📌 Head - Customer Experience & Process Governance (Noida)
🏢 Tata Teleservices
📍 Noida