Team Member - Program Management

Job Description

Job responsibility

Program Manager is responsible for timely & cost-effective Customer Service Delivery & Assurance for the first 30 days post activation for the designated accounts.

Major Responsibilities Include

Manage large-scale projects, overseeing the lifecycle of around 150 orders monthly.
Foster a culture of collaboration, accountability, and continuous improvement with the stakeholders.
Engage with customers to understand their order and requirements, such as the readiness of space and power at the customer's office premises IT room for equipment installation.
Regular updates on Customer Communications, Project Updates, Estimated Delivery Dates (EDD) and Customer Expected Delivery Dates (CRDD)
Ensure the required bandwidth for the customer is provisioned in the system.
Demonstrate the successful delivery testing and obtain the Work Completion Certificate (WCR) to initiate billing.
Coordinate with field teams for the readiness of the Last Mile & Backhaul.
Responsible for Delivery NPS & taking corrective action to improve NPS
Responsible for Large Value or Large Volume Customer Visits
Responsible to drive Delivery Cycle Time Reduction & Install MRC Improvement projects with Cross Functional Teams
Responsible for getting CRDD from customers and documenting it with customers on mails and updating in SFDC & all data MIS
Responsible for adhering 95% CRDD adherence
Responsible for customer complaints within 30 Days of delivery (D30) and fixing it permanently in case of complaints coming because of sub standardise delivery and fixing it permanently in coordination with NOC & Field teams.
Forecasting:
Analyze trends and orders in hand to provide accurate forecasts for the next month.
Dashboard Management:
Understand and prepare complex dashboards for management, providing clear and concise data visualization. Prepare daily, weekly, and monthly MIS reports on the status of orders delivered.
Cross-Functional Stakeholder Management:
Collaborate with various teams including:
Sales Team for any customer support during the fulfilment.
Planning Team for generation of connectivity plans.
Network Field Operations for the backhaul & Last Mile delivery.
CPO Team for customer end installations, testing & WCR sign off.
CDC Team for the circuit level provisioning.

The aspirant for this role must have in-depth understanding about the Telecom NWs, and execution practices.

Span Of Control

Key Customer  Business, Customer & Finance

Necessary Preferred

Skills

Over 5-7 years of experience in program management, specializing in connectivity product delivery.
Proven track record of managing large-scale projects and leading diverse teams.
Strong understanding of project management, customer service, and technical knowledge of connectivity products and infrastructure.
Excellent problem-solving, leadership, and communication skills.
Proficiency in data analysis and reporting, with the ability to generate insightful MIS reports and forecasts.
Experience in creating and managing complex dashboards for senior management.
Demonstrated ability in cross-functional stakeholder management.

Working experience with prominent telecom operators for Service Delivery, Network Design, build-out and Operations

Qualification  PGDM/B.E./B.Tech (Telecom/Communication/Instrumental)

Overall Work Experience   Over 5-7 years of experience in program management, specializing in connectivity product delivery.

Behavioural Attributes

Positive thinking
Willingness to work in a competitive environment.
Team player
Good listener

About Us

Transforming Businesses through Digitalization

Tata Tele Business Services (TTBS), belonging to the prestigious Tata Group of Companies, is the country's leading enabler of connectivity and communication solutions for businesses. With services ranging from connectivity, collaboration, cloud, security, IoT, and marketing solutions, TTBS offers the largest portfolio of ICT services for businesses in India. With an unwavering focus on customer-centricity and innovation, TTBS continues to garner recognition from customers and peers alike.

Our People Shape Our Journey Ahead

We are India's leading enabler of digital connectivity and technology solutions for businesses - a feat possible only because we are fueled by the dedication and passion of our people. We welcome the finest talent and believe in nurturing and mentoring them to rise into leadership roles, while standing tall on our ethics and values.