PMO head Continental Europe

Purpose - Broad objective of the role

Ensuring cases attempted within TAT and retained.

Comprehensive & correct closure of SR’s tagged from both Inbound & Outbound on churn.

Complaints Escalations Audit Reports to be contained and continuously improver

Increase in C-SAT of SR’s closed.

To Monitor churn across all channels and meeting targets of Retention for both Post-paid & Prepaid (P&G Segment).

Conducting outdoor activities for customer engagement programmes like Let’s Meet, Service Camp &FGD.

To Map Productivity and Team efficiency across all retention processes.

Vendor Management & Adherence to SLA.

To Rollout and maintenance of New Processes.

To initiate to improve processes.

Cross functional co-ordination for retention tools.

Key Responsibilities

1. PO governance
2. MACD updates
3. SDWIP tracker & follow-up to ensure better revenue realisation & forecasting SD on hold to WIP conversion thus ensure quicker deliver & faster revenue realisation
4. Numbers reporting & forecasting & publishing dashboard on performance
5. Track on SFDC hygiene & reporting back to CSM team
6. Account related information and managing the repository, data reporting with different cuts for management
7. IRT track for better resolution to recover faster money from the customer
8. All new initiatives that various functions want from CSM or sales – the role would be one point of contact checking the relevance & necessity
9. There are various tracks from Marketing , Assurance , and SOC & NOC teams which come in ad-hoc. This role will be screening it, and if necessary executing it as well
10. Creating a KPI dashboard with performance update on all KPI