ACT - Customer Experience Manager - Operations

CXM Manager (Operations Role)

About Atria Convergence Technologies Ltd:

- ACT (Atria Convergence Technologies Ltd.) was born out of a vision to become the most admired inhome entertainment, education, and interactive services provider in India. Today, we are closer than ever to realizing it. Based in Bangalore, we serve a number of cities and towns in Karnataka, Andhra Pradesh, Telangana, Tamil Nadu, Delhi, Jaipur, Lucknow and Ahmedabad. We are one of the country's most renowned cable and broadband company, bringing state of the art services to nearly 2.5 million happy homes ( Fibernet, Digital TV, HDTV). We offer broadband on optic fiber and our Fiber To TheHome technology can carry vast amount of information at speeds up to 1 Gbps. We are currently the 3rd largest ISP In the wired broadband category, and the largest non telco ISP in the country.

Purpose of the Role:

- Overall in charge for a branch with regard to network operation, deployment, complaint resolution, and customer relationship management. Responsible for branch performance in accordance with company policy and procedures. Manage and develop branch personnel.

- Plan, implement, and manage all the required areas of responsibility to facilitate continuous improvement and personnel growth while supporting company goals, missions, and vision.

Key Responsibilities:

Build Operational Efficiency:

- Complete Responsibility of monitoring and driving Operations for the branch

- Design and implement strategy for expanding operational support services and network in line with sales forecast or approved expansion plans

- Drive implementation of operational policies and procedures.

- Monitor performance of branches and ensure high productivity levels to drive specified customer uptime

- Conduct periodic audit and inspection to ensure that testing and measurement equipment are available and being utilized by the field staff as per laid down norms and procedures

- Provide support to corporate customers in respective Business

- Design and implement customer Relationship management strategy with a view to increase customer retention

- To liaise with corporate contacts, build and develop relationships

Drive Business Results:

- Responsible for timely execution of special projects/ up gradation assignments

- Assume overall responsibility for supporting technical customer care as per laid down norms as well as monitoring of complaint resolutions

- Monitor and track implementation of various new infra for existing network and customers

- Support rollout of new platforms like GIS,FWMP,CRM, GPON etc

- Review recommendations received from Branches for implementation of new projects, provide resources required and monitor implementation

- Support end to end customer care processes and procedures with a view to increase customer retention

People Management & Development:

- Own & drive organizational people processes

- Successful assimilation of new hires in to the roles

- Analyse training needs of operations staff and co ordinate with Functional Training Team and HR to ensure design and implementation of training programs

- Drive & adhere to employee certification norms

- Upskilling the team for new projects & drive change management initiatives

- Establish & monitor measures of performance of the team

- Attrition management review, analyse, plan & execute control mechanisms

- Man power planning, exigency planning

Overall Custodian of Organizational Culture & Values:

- Compliance to safety norms & SOPs

- Responsible for process compliance in the branch

- Creating & upholding an engaged workforce

- Responsible for driving organizational values & ways of working