Lead - Enterprise Life Cycle Management

Role Overview: You will be responsible for managing the SME Customer CC Operations for L2, ensuring quality by reducing CCI, MTTR, and Repeat, and ensuring DNPS / CSAT. Your key responsibilities will include managing partner KPI tracking and reconciliation, ideation for new project conceptualization & requirement gathering, and project management including functional design, process design, prototyping, testing, training, and defining support procedures. You will also serve as a liaison between stakeholders and concerned teams for project deliverables. Key Responsibilities: - Partner Management - Ensuring Quality | Reduction of CCI, MTTR, and Repeat - Ensuring DNPS / CSAT - Brining the Operation KPI - Creation of Customer life cycle Management for all processes | IT developments related to the same - Audits of CLCM - 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 - Project Management - Data Management Accuracy and reporting for TTL SLT - 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 Qualification Required: - Bachelor Degree / B Tech [Optional] - Six Sigma Lean / ITIL foundation / AWS professional / JCHNP certified About the Company: Tata Tele Business Services (TTBS) 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. The company is focused on customer-centricity and innovation, consistently garnering recognition from customers and peers alike. TTBS values its people and believes in nurturing and mentoring talent to rise into leadership roles while upholding strong ethics and values.,