Service Assurance Manager

Function:  Customer Experience

Reporting To: TL- SAM

Job Level: Manager

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.

Work Experience

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