Job Overview

We are seeking a Senior State Enterprise Care Lead to join our team in Mumbai. This is a full-time position that requires a seasoned professional with considerable experience in managing enterprise customer relationships and leading teams. The ideal candidate will play a crucial role in strategic planning and project management to drive customer satisfaction and operational efficiency.

Qualifications and Skills

1. Analytical and problem solving ability,
2. Process orientation.
3. Interpersonal and relationship skills
4. Action Orientation
5. Process execution management.
6. Interpersonal and relationship skills
7. Action Orientation
8. Business Alignment

Roles and Responsibilities

1. Implement & govern delivery of Service Managers & other support systems for respective geography.
2. Execute process for troubleshooting, complaint management &,escalations at accounts.
3. Performance monitoring and management to meet service SLAs for support.
4. Own RCA & RCF for state level delivery failures
5. Continuous improvement in processes for better customer & site-owner experience
6. Identify and drive systematic improvement plans to provide uniform service experience.
7. Deploy field operational processes and policies related to services and drive SLA & delivery through field support team.
8. Effective liaison with CFT - Sales, Networks, FSA, B&P functions and other geography and business teams
9. Drive self-care penetration and reduction of calls at BSS.
10. Own the process & legal compliance at state.
11. Delivery of national programs & projects
12. Own account communication, including vernacular scripts creation and execution.
13. Training & Development activities for team