Delivery Assurance Lead
Location: India_Bangalore - India
Rate: N/A (Permanent)
Delivery Assurance Lead
Job Description
• Assure key business performance measures through regular measurement (semi-automated or manual and most often cross-functional). Key processes listed as part of technical skills but not limited to those.
• Responsible for analyzing anomalies and the trends on an on-going basis.
• Responsible for progressive improvement of performance through process / system (recommendation only and not implementation) changes.
• Benchmarking with industry norms
Key technical skills
• Experience ranging between 12 to 15years in Telecom Operations – Experience in CRM – Activation/Customer care; Sales & Distribution will be preferred
• Specific processes in focus w.r.to Mobile/Retail operations:
o Activation
o CAF handling and associated rules Barring / Unbarring
o Customer Care
o Commissions
o Primary & Secondary Sales
• Expertise (not necessary hands-on) in Siebel
• Exposure to formal process measurement methodologies – 6 sigma or like
• Exposure to Business process performance
Soft-skills
• Ability to network with people and achieve results through coordinated efforts and team work – Managing without authority & negotiation
• Ability to work with cross functional and cross domain teams
• Ability to think, analyze & prioritize actions
• Good customer facing skills
Qualifications: MBA / MCA / B.Tech with experience of working in Telco environment
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