Regional Head - Field Services - Broadband

Job Title - Regional Head - FS (Broadband)

Reports To : National Head - FS (Broadband)

Department : Field Service

Location: Delhi, Mumbai

Positions: 2

Job Purpose:

Enabling all FS delivery points in Broadband vertical and teams to make it easy and simple for our customers to deal with us by:

- Build up network to deliver last mile connectivity and Timely Installation to end customer as per business presence of the company.

- Speedy and Quality Resolution of Viewing related problems faced by customers

- Work on the Budgets and ensure cost effective delivery with due controls in place

- Act upon Customer Satisfaction Study reports on a regular basis and provide necessary input to various delivery teams.

- Ensure that there are no fraudulent accounts created / installed in the region.

Job description:

Installation and Field Repair:

- Build Service Network to provide last mile connectivity to end customer

- Selection, appointment and continuous management of Service Partners

- KPI / SLA management (of various delivery units / partners)

- Vendors contract administration and management

- Quality of people, tools and training

Policy & Process Compliance:

- Ensure that the organisation's processes and policies are adhered to.

- Provide regular input to keeping our processes in alignment with our service philosophy - Easy & Simple.

- Provide input to planning, training and quality as applicable

Customer Satisfaction:

- Ensure that all necessary actions are taken based on the annual wave of CSAT study at strategic level

- Take quick action on input provided by the Central Quality and PI team (monthly tracker) to correct processes or any other tactical measures

People Management and Development:

- Select, Develop and Retain quality manpower at all levels in the region (including direct and indirect manpower and vendors)

- Provide timely and necessary input to people on performance

- Ensure that the service philosophy is understood and communicated to all levels and individuals

- Maintain transparency in dealing with people and performance management

- Guardian and Champion of organisational culture in the region

Productivity and Cost Effectiveness:

- Improve productivity continuously (without compromising quality) and therefore, keep costs at optimum levels.

Qualifications: Engineer and MBA with 10 or more years experience in Field Services / Broadband

Candidates will be preferred from Broadband/Cable Business