Lead - Enterprise Life Cycle Management chez Tata Teleservices Ltd

• Partner Management 
• Managing the SME Customer CC Operations for L2 
• Ensuring Quality | Reduction of CCI, MTTR and Repeat 
• Ensuring DNPS / CSAT 
• Brining the Operation KPI
• Creation of Customer life cycle Management for all process | IT developments related to the same
• Audits of CLCM
• Ensuring compliance and continuous improvements in the life cycle management to enhance customer experience.
• Sharing Digital requirements to CE team for enhancing customer experience.
• Member of IBD committee 
• Validation of RFP for products from customer perspective 
• Partner KPI tracking and reconciliation 
• Ideation – New Project conceptualization & Requirement Gathering
• SA WBSE validation and allocation 
• Management for Internal, External Stakeholders from Service assurance prospective 
• Managing Delivery of TTL manage customers 
• Identifying and prioritizing key areas and developing new features and functionalities which would benefit customer experience by streamlining workflows.
• Project Management - work on functional design, process design (including scenario design, flow mapping), prototyping, testing, training, and defining support procedures
• Serve as liaison between stakeholders and concerned teams for Project deliverables.
• Data Management – Accuracy and reporting for TTL SLT
• Interlocks with Internal & External stakeholders
• Quality Audit Management for the Partner
• Creating POA for the NPS @ Service operation centre 
• Internal Escalation management for SME/LE and Carrier stakeholders 
• Cost Saving and resource planning as per requirements 
• Participating in external Audits from Service assurance 

Normal Shift

• Customer-focused mindset with a commitment to delivering exceptional service.
• Vendor/Partner Management and Cost analyst  
• Strong technical aptitude and the ability to troubleshoot technical issues
• Excellent communication and interpersonal skills
• Familiarity with relevant technologies, tools, and methodologies.
• Ability to work independently and collaboratively in a team environment.
• Project Management – Ability to plan Projects and manage timelines

• Sound Knowledge in Telecom [ Enterprise Management] or a similar role in any industry.
• Industry-Specific Knowledge – Domain Expertise

• Total Experience of 15+ years in Telecom industry 

• Leadership Skill | Team Manager 
• Self-motivated
• Always a learner 
• Team player 
• Strong customer focus
• Good analytical skills
• Strong communication and interpersonal skills
• Inclination towards innovation