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Manager - Program Management - 23001

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Date: 13-Oct-2021

Location: Mumbai, India

Company: Tata Communications

Position Summary

The position is to support and derive the key projects for Customer success management function,  The backbone of Customer Success is to ensure that individual functions right from Service Delivery, to access, feasibility, assurance, billing & collections all work in tandem to ensure that the customer experience for the life cycle of the customer is in line with their respective expectations. This position is also key to ensuring taking initiatives and driving process corrections to help CSM team so that we have better customer satisfaction scores, faster revenue realization  As a result, this position is a key enablement position to ensure meeting revenue commitments and NPS

Required Skills

  • Deep understanding of TCL processes from the Order to Cash cycle. Ability to drive results especially from SDWIP, Access, Service Improvement, Revenue Leakage and other such B&C related issues.
  • Strong ability to get things done work with cross functional teams and their leaders and ability to weigh in on those functions to ensure adequate prioritization for meeting customer expectations and revenue conversion targets. Should have the gravitas to work at the SVP and VP levels to ensure focus and prioritization.
  • Action and result oriented mature professional.
  • Strong team management skills, problem solving and communication skills
  • Ability to orchestrate cross functional teams to support his team members deliver appropriate results

Understanding of the TCL value proposition, services portfolio, customer orientation and knowledge of the customer's industry dynamics and the impact of digital transformation framework on the customer's industry to drive deeper adoption and expansion of the TCL services

Broader Outline of the role

Take care of  executing, evaluating, and/or managing new initiatives and business processes/opportunities that would involve coordination with CSM team and other organizations, such as service delivery, Billing and collection, commercial and finance. Will be leading the  important projects that require providing experienced project team members with instruction, guidance and advice in all aspects of the project to ensure delivery of quality outcomes.Identifies problems and significantly improves, changes or adapts existing methods and techniques. Focus is on implementation and control rather than policy and strategy development.

Self-sufficient, capable of identifying key issues and priorities and focusing on these to deliver required results with minimal direction and supervision.Able to identify problems and significantly improve, change or adapt existing methods and techniques.Education: Graduate ( Engineer in Telecommunications preferred)Experience: 8-12 years

Operating Network - Key External

Operating Network - Key Internal

Size and Scope of Role - Financial

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

Other knowledge/skills

Key Responsibilities

Technical Competencies

Knowledge / Skills

Communication Skills


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