Service Assurance Manager

Function: Customer Experience

Reporting To: TL- SAM

Purpose of the Job

• Build a one-to-one relationship with the SAM customers based on an understanding of customers, business environment.

• The role involves going beyond brand building for AES products/ services and adding value to AES business by creating a personal, holistic and integrated service experience for the customer.

Key Deliverables

• Implementation the CSM (Client Service Management) Organization & SAM Strategy for the Airtel Enterprise Services with the Customers.

• Implementation of Network Performance Measures & Undertake Periodic Reviews of Customer network Performance

• Identify and Deploy Measures to Improve Service Levels

• Develop & Nurture Relationships with relevant people at Client Organization.

• Identify opportunities to shore up recurring revenue opportunities

Skills Required

• Customer Focus and Customer first attitude

• Reasonable Commercial, process and Business Awareness

• Perseverance and go getter attitude.

• Collaborative relationships building & working

• Effective Communication and Impact

• Self-Management and Personal Development.

Educational Qualifications

• Engineering degree with MBA (Desirable) or Diploma / Engineering degree.

• 6- 8 years of technical operations and Customer Facing experience.