Head - Customer Experience & Process Governance

TATA TELESERVICES LIMITED
POSITION DESCRIPTION SUMMARY
Position : Deputy General Manager
Department : SO
Function : Customer Experience- Service Operations
Position based at (Location) : Noida
Reports to : Head – Service Operations
POSITION SUMMARY
The incumbent will be responsible for delivering seamless and superior customer experience across the billing, collections, and dispute resolution lifecycle, ensuring communications done through various touch points for these three verticals are in line with policies alongwith input accuracy, timeliness and effective resolution of customer concerns across service operations touchpoints.
The role will lead and govern both in-house collection teams and external collection agencies while collaborating closely with cross-functional stakeholders to drive operational excellence, customer satisfaction, process compliance, and service quality.
Key responsibilities include overseeing customer interactions and escalations, strengthening billing and collection processes, driving issue resolution, monitoring service performance, and ensuring adherence to organizational policies and governance standards, while consistently fostering a customer-centric culture.
PRINCIPAL ACCOUNTABILITIES
Ensure Completeness of Service recovery i.e. understanding and resolution w.r.t. Customer’s initial Feedback in survey
Engage with cross-functional teams (Service assurance, CSMs, Billing, IT, Revenue Assurance, Collections team and Payex team) to analyse RCA of detractor customers based on VOC after SRD.
Identify if there is any need for Process, system fixes and initiate corrections through respective responsible functions and IT.
Building and shipping periodic MIS to stakeholders (Including Agencies/ Collection Managers) on NPS performance
Sign off Survey outcomes with Customer Experience/Service assurance team for SLT Decks and reap computations.
Prepare Management Presentations on monthly NPS performance and actions update
In addition to NPS survey, engage for other Customer escalation to SLT in similar fashion to NPS ( i.e. RCA finding and Process fixations).
Monitor performance of Survey Engine (i.e. if there are any challenges to trigger survey or survey being triggered to wrong contacts) – by doing periodic reconciliation through Billing, IT and CX we could enhance survey attendance from existing 220/ month to 620/ month in Jun’26 to obtain deep insights from customer
Check compliance to process w.r.t. set processes around customer experience.
Process adherence and controls for improvements from customer VOC Learnings
KPI’s
KPI
Unit
Target
Weightage
NPS
No.
50.00
70%
Process Adherence-SO
%
100%
25%
E Sat and Safety
No.
4.60
5%
Total
100%
CRITICAL KNOWLEDGE & SKILLS
Good Oral, Written and Presentation skills- MS PPT
Efficient in handling large data volumes in Excel, MS-Access, Power BI
Good inter-personal and coordination skills
QUALIFICATIONS AND EXPERIENCE
MBA- Finance or Post Graduation Commerce/ CA etc. discipline with minimum 10 years of experience
Candidates with experience in Customer experience will be preferred
MIS and Analytics experience will be preferred.
Telecom and collection related Experience would be preferred)