Reliance Jio - DGM - Service Broadband

Job Description :

1. Implement & govern delivery of Service Managers & other support systems for respective geography

2. Execute process for troubleshooting, complaint management & escalations at accounts

3. Performance monitoring and management to meet service SLAs for support

4. Own RCA & RCF for state level delivery failures

5. Continuous improvement in processes for better customer & site-owner experience

6. Identify and drive systematic improvement plans to provide uniform service experience

7. Deploy field operational processes and policies related to services and drive SLA & delivery through field support team

8. Effective liaison with CFT - Sales, Networks, FSA, B&P functions and other geography and business teams

9. Drive self care penetration and reduction of calls at BSS

10. Own the process & legal compliance at state

11. Delivery of national programs & projects

12. Own account communication, including vernacular scripts creation and execution

13. Training & Development activities for team

Good To Have :

1. Analytical and problem solving ability

2. Process orientation

3. Interpersonal and relationship skills

4. Action Orientation

5. Process execution management

6. Interpersonal and relationship skills

7. Action Orientation

8. Business Alignment