Sr. Customer Service Executive - Program Management

About Tata Communications

Tata Communications is a digital ecosystem enabler that powers today’s fast-growing digital economy. They enable the global digital transformation of enterprises, including 300 of the Fortune 500. They carry around 30% of the world’s internet routes and connect businesses to 60% of the world’s cloud giants.

They have been a part of the rich heritage of the internet in India. Over the last 25 years, enterprise-enabled services have been essential to the adoption of digital services in the country. Connectivity is an essential fabric of sustenance for the economy. They are committed to enabling Industry leaders with their unique promise of delivering secure connected digital experiences.

Your role

• Responsible for project management of complex implementation and delivery projects through their lifecycle.
• Lead, schedule, and monitor program management activities for all customer deliveries.
• Interact with relevant cross-functional teams and customers for respective dependencies baked into project plans and program management with customers, until the commissioning of orders.
• Develop program/project goals that support business objectives as well as execute plans to meet these goals.
• Define timelines and the scope of the project.
• Execute projects on a cross-functional and regional basis within the allocated costs, defined scope, and timelines.
• Identify and liaise with the key stakeholders involved in the project.
• Monitor critical milestones of project outcomes and Customer requested timelines.
• Drive compliance with the change control process.
• Conduct periodic updates and reviews to ensure the project stays on track and delays are managed to ensure appropriate jeopardy and risk management.
• Drive mitigation of delivery issues and timelines through effective escalation management with senior management where necessary.
• Ensures project documents are complete, current, and stored appropriately.
• Plan outages for customers; identify opportunities for improving operational efficiency.
• Manages the level of revenue/risks associated with complex deliveries.
• Interact with back-end teams to understand issues raised around customer dependency clearances.
• Drive clearance of dependencies through discussions with customers and/or stakeholders.
• Review progress and margins of projects periodically and ensure faster revenue realization through appropriate prioritization of orders.
• Conduct periodic meetings with customers/stakeholders/vendors to discuss issues and related action items.
• Identify areas of improvement and drive specific initiatives to address issues raised by customers around order delivery.
• Identify and implement continuous process improvements to Q2C cycle time.

The broad outline of the Role

• Has sufficient knowledge within Program Management to allow them to apply their knowledge efficiently and work productively with broad instruction.
• Regularly participate in important projects or activities as a fully contributing team member, can proactively identify important issues or risks, and seeks the appropriate level of guidance and advice to ensure delivery of quality outcomes.
• The operational role is responsible for delivering results that have a direct impact on the achievement of results within Program Management.
• Works under direct supervision.
• Able to identify problems and provide inputs to improve, change or adapt existing methods and techniques drawing from personal experiences and feedback.
• Actively acquires more complex skills, techniques, operating practices, and knowledge of abstract concepts to progress toward full proficiency in the field of specialization.
• Has skills and knowledge that will allow them to adapt to effectively deal with unfamiliar issues, challenges, and problems within their field of specialization.

Training, development & rotations

Their learning culture includes continuous, purposeful learning that develops employees to their full potential through top-notch learning programs and exceptional development experiences. With technology and communications constantly evolving, they ensure their workforce remains in step with the latest best practices through a range of learning and development programs. Their innovative learning methods help their employees pivot their skills for a digital economy rapidly transforming ways of life worldwide.

Key initiatives:

• Tata Communications Learning Academy (TCLA)
• On-demand individual learning

Salary & Benefits

The annual salary for the Sr. Customer Service Executive at this company can range from INR 3.0 to INR 5.2 LPA. (Source: Ambition Box). Listed below are some benefits:

• Employee Health & Safety
• Financial & Retirement
• Family & Parenting Leave
• Vacation & Time Off
• Perks & Discounts
• Gym Membership
• Professional Support
• Diversity Program

Work-life balance

The company has excellent ethics, a code of conduct, and values on which the Company and group are standing. Work days are usually from Monday to Friday. They have strict work timings.

Culture & vibe

Tata Communications is committed to creating a culture of openness, curiosity, and learning. This recognition from AON as a Best Employer for the third year is a testament to the organizational approach to people. They firmly believe that investing in talent and listening and responding to their needs creates skilled, engaged, and collaborative employees who are driven to go the extra mile.

As per the Great Place to Work assessment, Tata Communications Limited became eligible to be considered among 'India's Best Companies to Work For 2019' - a list that features the 'Best of the Best.

About you

Knowledge / Skills:

• Communication Skills
• Education: Engineering Graduate
• Experience: 0-4 years

Job Segment:

• Program Manager, Project Manager, Service Manager, Risk Management, Management, Technology, Customer Service, Finance

How to apply

All open positions are posted on their career page. And all applications at Tata Communications must be submitted through their Careers page. To apply for this role, just click on the Apply button, which navigates to the career section where the application can be submitted easily.