Head Service Operations

                     

Job Title :   Operations Head - LOB

  Job Level : DGM

Function:   B2B Network

Location : Manesar

Reporting to :GSMC Operations Head

Date :

Purpose of the Job

To hire  GSMC Operations Head

D eliverables (Maximum 5-6 key responsibilities)

• Escalation Management - Managing 3 rd level of Escalation for AB Customers
• Customer experience on compliance of quality and quantity of updates (customer call updates)
• Standardizations through implementation of SOPs / DJs,IVOICE, Training
• Online resolution effectiveness--65%; Resolution SLA: 90% in 4 hours and major operational KPIs
• Part of Governance team to manage AB GSMC Operations

D ecision level

Prime: Final Decision Making authority, accountable to the Management

1)       AB – GSMC Operations

2)       AB operational KPI

Resolution SLA

Quality and Quantity of updates , OLR

Shared: Decisions reached jointly with peers on a collective basis

Contributory: Makes a major contribution to a decision or policy judgment reached by others

D emonstrate (Key competencies)

-           Customer communication and escalation management

-           Vendor Management

-           Driving chronic incidents

-           Team building and leadership quality

Educational Level

Must have:

B.Tech

Working Experience

Must have:  

15 years experience

D imensions

Impact of position on :

Customer experience   GSMC Operations

Impact on customers :

i) Type of customers                Mainly Internal                  Mainly External                   Fair mix of Internal &       

                                                                                                                                              External

No. of Subordinates : 5

 

Approvals

Reporting Manager

Functional Head

Business HR