Responsibilities & Key Deliverables

Robust review Mechanism 

1.    Daily Work Management: Schedule a daily performance review with one Regional Office to track key performance trends.

2.    Weekly Review: Organize and lead weekly reviews with department heads from the Customer Care function, including Service Strategy, Tekhub, Customer Experience, Quality, and Spares.

 3.  Follow-up: Maintain meeting minutes and ensure action items are closed.

   Budget management

    Monitor the service budget vs. expenses of the VPCC office.
    Track empowerment claims and identify areas for cost control.
    Collaborate closely with CC departments for accurate budget forecasting

•    Digitization – To explore options to automate scheduled reports. Work closely with ADC team for new developments as per business requirement. 

•    Reports – To prepare and maintain a repository of reports , trends and presentations for CC function. Monitor CC function goal sheet metrics. 

•    Project execution – Collaborate closely with HO functions to keep track of newly launched projects and performance metrics 

•    Audits and compliance -Act as the point of contact (SPOC) for ISMS, CMS , cybersecurity etc. audits, ensuring adherence to compliance. 

Preferred Industries

Education Qualification

Bachelor or Masters