Lead Service Design - AVP (Job code: JB00043003)

4 more candidate(s) also applied for this job.

Posted on - 11/01/2017

 
  • Key Skills:
    Candidate should have MBA/Post Graduate,Job experience in Relevant industry.
    Industry:
    CRM / CallCentres / BPO / ITES / Med.Trans, Retailing, Telecom
  • Functional Area:
    Marketing / MR / Media Planning, Customer Service / Telecalling / Backend
    Functional Specialization:
    NA
  • Qualification:
    MBA / PGDBM
    Qualification Specialization:
    NA
  • Location:
    Mumbai
  • Experience:
    20 - 21 yrs.
  • Yearly Salary:
    Negotiable
 

JOB DESCRIPTION :

Job Title:

Job Title:  Lead Service Design - AVP


Qualification:  MBA/Post Graduate

Please mention minimum grade/percentage, if over and above organizational guidelines, as well as names of institutes, if applicable)



Experience :   Must Have  20+ years.

Job Description:

Reporting to : Head - CSD Business

Job Mandate:

The purpose of this role is to Gather inputs, feedback & information from products (licensed, unlicensed & digital services) & business teams and ensure CS alignment with business unit objectives.

Key Responsibilities :

  • Gather inputs, feedback & information from products (licensed, unlicensed & digital services) & business teams and ensure CS alignment with business unit objectives
  • Represent CSD in cross-function forums for products launch readiness
  • Program manage requirements for CS readiness to support different products and services as per business objectives
  •  Monitor product performance for service impact and drive improvements to enhance CE
  •  Monitor and review service performance to recommend improvements
  • To collaborate with the respective product manager in product design and strategy
  • To collaborate with the respective service vertical heads for service design and execution capability
  • To coordinate with ISO for system capabilities to support system design
  • To liaise with the network team for network design

PEOPLE MANAGEMENT

Leadership

 

  • Leads by example in living the values of the organisation
  • Ensures the cluster is fully equipped to handle the work load and distribute work flow
  • Coaches to ensure a full  understanding of consequences of errors
  • Creates an environment that fosters team work and co-operation amongst team members
  • Creates awareness of JIO’s strategic objectives and their alignment to the cluster and company objectives
  • Communicates effectively, building and maintaining relationships
  • Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation

 

Retention & Development

 

  • Develops and empowers people, recognizing and rewarding value-added performance
  • Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans
  • Monitors implementation of training needs as per individual development plans

 

  • Performance Management
  • Sets direct reports quantitative and qualitative performance objectives and ensures individual performance objectives are in place and reviewed to meet organisational and individual needs
  • Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action

Knowledge & Skills

Professional experience of around 15 yrs., at least 5 yrs. in telecom in a service function,  should have min 2 yrs. of NHQ exposure,  experience in new product development would be desirable

         To collaborate with the respective service vertical heads for service design and execution capability

  • To coordinate with ISO for system capabilities to support system design
  • To liaise with the network team for network design

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