Service Excellence Professional

Position - Technical Delivery Manager

Salary range - 6-+ LPA

Location - Kolkata

Experience - 1+ years

CV's to be mailed at Harmeet.2.singh@bt.com

Responsibilities

•Accountability for the day-to-day in-life CSS services being delivered to Openreach

•Support elements of weekly internal operational and GBS-CFU level reviews

•Support Operations Lead as the service interface and engagement into the respective business units and acting as a single point of contact for LoBs on day-to-day in-life servicerelated matters •Support service reviews with the Lines of Business

•Overall reactive and proactive management of the service being delivered across all operational delivery KPIs

•Support Escalation resolution for all matters relating to the service they are receiving on CSS services

•Ownership of development and delivery of Service Improvement Plans

•Systematically providing qualitative and quantitate data and insight as to the key customer experience issues from a service standpoint, into the GBS Customer Experience unit •Implementation of Service-Excellence assigned initiatives in the plan to time and quality

•Change Manager for Sub LOBs, would be responsible for end to end change implementation and control

Skills

 Outstanding track record of meeting and exceeding performance standards, across wide

ranging operational KPIs and multifaceted capabilities

 Strong stakeholder management capability, in order to act as a single point of contact for senior stakeholders in relation to CSS services - proven ability to build and maintain strong peer to exec

level relationships both internally and externally

 Track record of influencing business decisions and outcomes at peer to management levels

 Experience in owning and resolving complex escalations, at peer to management levels