Lead - Broadband Postpaid Ops

Manage overall onboarding / installation process for own towns location (postpaid) and provide operational support to internal and field team. Digitize & automate manual processes in onboarding process. To plan actions and roll out initiatives for pan India to ensure world class acquisition experience for customers.

Key Responsibilities:

·         Drive onboarding experience for owntown Postpaid Fiber business and ensure faster error free installation at field

·         Drive error free onboarding experience by ensuring correct system configuration and ensuring periodic reconciliation of all system configurations to ensure zero errors

·         New order Monitoring and ensure installation completion within TAT in coordination with installation team

·         Develop and deliver new changes in system to improve and automate existing processes in acquisition journey which will help in reducing customer interactions / complaints

·         Ensuring quality onboarding of Fiber customers for own towns (postpaid) to ensure customer intent to stay with our network

·         GTM along with growth, marketing, sales, product, and engineering teams

·         Manage complete field processes and workforce for achieving efficiencies with quality onboarding

·         Track and Eliminate failures & bugs in own towns (Postpaid) acquisition journey.

·         Identify and solve journey related issues to improve conversion, installation TAT, reduction in interactions / complaints and early churn

·         E2E life cycle testing for any new feature / platform going live

·         Thought Leadership - Bringing insights on latest industry and competitive trends, and detailing out how these can be incorporated in the product.

·         Own every aspect of the performance by defining and reviewing key performance metrics, aggregating external and internal user feedback and reporting performance to a broad group of stakeholders on a regular basis

Skills Required:

·         On ground skills and technique to resolve complex operational problems

·         Confident in decision making

·         Strong interpersonal, collaboration skills & result oriented

·         Strong presentation skills

·         Strong planning and execution skills

·         Can do attitude & problem solving skills

·         Quick thinking & analytical ability

·         Good understanding of applications like excel, access and knowledge of DART

Educational Qualification:

·         Graduate

Work Experience:

·         4-7 years of experience (preferably in Telecom Industry)