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Manager - Business Excellence (Process Transformation)-B3-2

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Date: 28-Jan-2023

Location: Pune, India

Company: Tata Communications

Job Family Descriptor

Company Overview:

Tata Communications Transformation Services (TCTS), a 100% subsidiary of Tata Communications Ltd, provides leading business transformation, managed network operations, network outsourcing and consultancy services to telecommunication companies around the world. TCTS delivers operational efficiency, cost transformation and revenue acceleration solutions for all the stages of the carrier process lifecycle including but not limited to network engineering and design, implementation and operations functions.
TCTS is a part of the USD $100+ billion Tata group. Tata group comprises of over 100 operating companies in seven business sectors.
TCTS leverages the market expertise of Tata group's global telecom operation capabilities and globally established IT, process and consulting skills. It carries the rich traditions and business ethics of the Tata companies.
TCTS is headquartered in Mumbai, India with global offices in Australia, Europe, the Middle East and North America. TCTS has 5 world class delivery centres in Pune, Chennai, Bangalore, Hyderabad & Romania. These facilities operate completely independent from its parent affiliate, preserving full confidentiality in managing all customers' business processes & Teams across Globe supporting all the customers' requirements.

Broad outline of the Role

Role Summary

  • Lead support the structured capture of business requirements and design best in class processes. 
  • Analyze business problems and identify root cause(s) that require a fix and the associated benefits. 
  • Validate document potential solutions together with business stakeholders and challenge the solutions to ensure best return on investment looking at End to End processes. 
  • Translate business requirements, processes solution approach into the structure required to design, implement test the supporting IT systems.
  • Lead/support the delivery of process work-streams in line with the overall strategy across multiple transformation programs, new product development and Business improvement projects.

Purpose - Broad objective of the role

Duties and Responsibilities

  • Create and document the service journeys for Enterprise products. Include all the high-level processes flows and systems needed to support the ordering, delivery, billing, and fault management processes.
  • Update service journeys for all Products (Enterprise/Residential).
  • Liaise with technology (including SAP/Comarc CRM) and operational teams to test processes to support enterprise customers (model customer use cases)
  • Support definition of Website journeys & testing for all Products.
  • Support the training of sales, operations, and technology teams on the products.
  • Work / Manage cross-functional teams to build product orientated service packages 
  • Create and maintain a process for requirements gathering and release of new product features 
  • Determine and own key initiatives that will improve customer experience to build longer term growth and reduce churn
  • Collaborate with key Product, Sales, Engineering, Service Delivery, Service Assurance and Billing stakeholders to drive key initiatives and developments
  • Planning and execution of go-to-market and launch activities
  • Manage requirements process documentation in a structure hierarchy. Ensure traceability from requirements to implementation
  • Facilitate Customer experience workshops and develop Customer journeys Dependency management of requirements across multiple programs other accountabilities (optional) maximize collaboration 

Candidate Specialization

Candidate Specification:

•    Telecom professional with 7-10 years of experience with at least 5 years as service manager for telecom services
•    Experience working in a dynamic, innovative environment
•    Broad understanding of the wider voice, network, security, software defined and managed services technologies
•    Working knowledge of new product introduction / development processes
•    Strong presentation skills to get ideas across that are targeted to the audience and delivered with conviction
•    Understand the trends associated with user / customer experience
•    Be articulate and able to communicate clearly in English
•    Stakeholder management
•    Degree qualified in a relevant technical or business subject is highly preferable
•    Comfortable working for an international organization composed of multiple cultures, language accents, different time zones on a day-to-day basis


Technical Skill

Technical/Functional Skills: 

  • Excellent presentation skills
  • Good familiarity with telecom processes and OSS/BSS systems
  • Advanced MS Excel skills (Macros not included)
  • Good knowledge of BSS / OSS Systems and Solutions (Service Activation, Network Discovery Reconciliation, Inventory, Service Assurance)
  • (Lean) Six Sigma Experience (preferred) RPA experience (preferred) 
  • Working knowledge of : Process maps design, Process Re-engineering, eTOM/TAM based business process analysis.

Competency and Behavioral skills

Competency & Behavioral Skills: (Use “E” to denote Essential and “D” for Desirable)

  • Ability to drive project execution through multiple teams including senior management in a matrix structure - E
  • Excellent Communication and interpersonal skills - E
  • Ability to build and sustain effective internal and external customer relationships - E
  • Time management and prioritization ability - E
  • Good organization and planning skills - E
  • Process orientation - D
  • Enthusiasm, initiative, and self-confidence - E
  • Negotiation and conflict management skills – E
  • Clear bias to collaboration to achieve results - E
  • Attention to detail - E

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