Lead - IWAN Assurance

4 days ago

Gurgaon, Haryana, India Airtel Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Homes.NCR>AES>Lead - IWAN Assurance>TNL-HR-New Delhi-Mohan Estate

  • 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
  • MPLS, clear 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
Experience LevelSenior Level

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