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General Manager

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Date: 25-Dec-2021

Location: Mumbai, India

Company: Tata Communications

Job Family Descriptor

Broad outline of the Role

Purpose - Broad objective of the role

To develop and manage relationships with external agencies to maintain the comapny's image, develop operational synergies with Tata Group companies and to identify, monitor and track areas for continual service improvement in the CSO function, maintain and enhance network and information security and improve employee engagement with the objective of Monitoring Customer Experience, improving Employee Satisfaction through Internal Communications and Engagement Campaigns, providing regional support for Company Image Management and Local Community Relationship and Governance of Company's Information and Network Security

Operating Network - Key External

Industry forums such as Telemanagement Forum (TMF), World Telecom Council; Third party benchmarking and survey agencies; Department of Telecom, TERM cells, Industry Associations, Tata Group CSR and AA, CERT.In, Security Agencies

Operating Network - Key Internal

All functions in CSO, Sales, Legal, Taxation

Size and Scope of Role - Financial

Operating Budget: USD 2,000,000

Size and Scope of Role - No. of direct reports


Size and Scope of Role - Total team size


Size and Scope of Role - Other size parameters


Minimum qualification & experience

Degree in Engineering with 12+ years experience in Telecom industry

Other knowledge/skills

Good PR , account management and leadership skills; program management and good working knowledge of TM Forum Business Process Frameworx, e-TOM, ITIL TL9000 and TBEM; Analytics skills and working knowledge of Database software, Access / Excel. Licence Conditions / Information and Network Security

Key Responsibilities

1. MIS and Analytics Provide MIS and analytics data to CSO leadership to enable them to track their performance in area of customer experience, identify areas of improvement and track improvement initiatives. Oversee the data gathering and analytics process and accuracy and completeness of data gathered, Liaison and interact with key stakeholders to gather and share information on metrics for service quality; Provide guidance to team leads for issue resolution, where required. Performance Metrics - # Efficiency in data collection and analysis # Quality of data/ metrics ---------------------------------------------------------------------------------------------------------------------------- 2. Customer Experience Measurement Benchmark customer experince against industry, benchmark company processes against process standards, conduct third party customer surveys, collect and analyse transaction feedback, participation in conferences/ Industry forums speaker slots; Provide support to team leaders on gaps analysis and critical interactions with relevant function heads within and outside CSO. Performance Metrics - # Timeliness and cost efficiency of CSAT # Accuracy, time and cost efficiency of TF # Accuracy and relevance of metrics and benchmarks ---------------------------------------------------------------------------------------------------------------------------- 3. CSO Communications Improve Employee satisfaction within CSO through Employee Engagement Campaigns, Rewards and Recognition, Internal Communications, In house Magazine - Insight; Provide Templates for External CSO Communications that meet company brand guidelines Performance Metrics - -CSO ESAT ---------------------------------------------------------------------------------------------------------------------------- 4. Engage with local government bodies, regulatory bodies, Industry associations Ensure that the company is locally compliant with all legal requirements including due diligence. Participate in forums to build relationships with industry bodies, and government and regulatory agencies. Build a framework to ensure how the co. will be complying with all the terms and regulations. Performance Metrics - # 100% Compliance -Situation Management ---------------------------------------------------------------------------------------------------------------------------- 5. Security Enhancement and Regulatory Compliance Ensure that all the cyber security laws are abided by and our infrastructure and network is secure. Enhance the current security measures to improve network and information security and guide the Chief Information Security Officer in this direction. Performance Metrics - -Sound Security measures and no breach of security -100% compliance ---------------------------------------------------------------------------------------------------------------------------- 6. Team Development Regularly review team structure and assess talent requirements; Participate in the recruitment and selection process; Conduct goal setting and performance review for the team; Drive team development, engagement and reward initiatives; Coach and mentor team members as required and ensure resolution of any people issues. Performance Metrics - # % attrition # Manpower cost # Productivity # ESAT ----------------------------------------------------------------------------------------------------------------------------

Technical Competencies

Knowledge / Skills

Communication Skills

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