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- Tasks: Lead and manage Service Management operations to enhance customer satisfaction and service reliability.
- Company: Join Tata Communications, a leader in innovative connectivity solutions.
- Benefits: Competitive salary, career development opportunities, and a dynamic work environment.
- Why this job: Make a real impact in the telecom industry while driving customer success.
- Qualifications: Experience in telecom, customer management, and relevant certifications.
- Other info: Collaborative culture focused on continuous improvement and team development.
The predicted salary is between 60000 - 80000 £ per year.
About The Company Tata Communications Redefines Connectivity with Innovation and Intelligence. Driving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications.
Objective of the Role
Lead, guide and manage Service Management operations regionally including establishing uniformity and standardisation of structure and processes across the region and in line with the global organisation to provide focused and uniform service reliability to the business customers; Guide and monitor technical team to provide technical consultancy to SMs to develop service improvement plans for all customers; Monitor financial management processes and customer experience management processes. Engage in the presales process as a part of the bid management and selling team with the objective of having highest customer satisfaction during customer life cycle and continual improvement to services offered to customers.
Minimum Qualifications & Experience
- Experience in telecom industry preferably in a customer management role
Key Skills
- ITIL Certification
- Cisco certification
- ETOM + PMP
- Influencing Skills
- Interpersonal skills
- Communication skills
Key Responsibilities
Customer Engagement
- Periodically arrange and coordinate company senior Management interaction with Customers.
- Conduct and monitor SM governance schedules with customers on Service performance, financial performance and customer experience performance.
- Review customer risks, issues and problems with internal teams and drive timely closure.
- Guide team to make customer specific Service Improvement and development plans and drive buy‑in from the customer leadership.
- Direct and monitor implementation across all internal functions.
- Metrics: CSAT, Number of Governance Meetings vs planned, Customer Feedback, Number of Strategic Improvement plans implemented.
Customer Management
- Collaborate with regional sales teams to ensure Service Management teams and processes are continually focussed and aligned on new business, growth within existing accounts, profitability, churn and retention.
- Conduct monthly reviews with internal teams on customer SLA, customer feedback, governance meeting outcomes etc.
- Drive understanding with internal team leadership on customer issues and requirements to obtain concurrence on Strategic Interventions and service improvement plans.
- Drive automation of reports needed for customer interface.
- Define escalation matrix for the customers and drive customer education and adherence on it.
- Guide team to handle outages and personally lead major customer escalations.
- Metrics: CSAT, Accuracy of customer inventory on company system, Customer Feedback.
Process Standardization
- Champion the development of best practices and procedures for the group whilst ensuring global consistency with other regions.
- Focus on three primary areas: Solution support, financial processes and business engagement.
- Common Dashboard across Region for all performance metrics.
Technical Relationship Management
- Define processes and measures to drive effectiveness of service improvement plans.
- Guide team to provide technical advice to SMs on customer specific improvement plans.
- Drive and lead team to analyze and identify plans to improve customer satisfaction.
- Review improvement plans with internal teams senior leadership to drive speed in implementation/operations.
- Develop improvement plans to diversify the network using single point of failure to avoid disruption.
- Share the plans with customers to emphasize company commitment to customer service.
- Metrics: Accuracy of customer network on company system, Network failures.
SLA Coordination
- Establish the processes and automation required for SLA claims settlement to drive reduction in claim settlement time.
- Guide and monitor SLA team to follow the standard process of vetting the claim technical, legal and financial aspects of payout related to SLA.
- Metrics: TAT.
Team Development
- Regularly review team structure and assess talent requirements.
- Participate in the recruitment and selection process.
- Conduct goal setting and performance review for the team.
- Drive team development, engagement and reward initiatives.
- Coach and mentor team members as required and resolve people issues.
- Create a positive thinking, creative cross-department group that truly understands the concept of customer ownership and continually executes upon this understanding.
- Create a mind‑set of customer advocacy.
- Work collaboratively with Regional Operations Management and Sales departments for target setting, continual improvement and measurement of customer and employee satisfaction (CSAT & ESAT).
- Metrics: Team engagement, % attrition, Manpower cost and productivity.
Senior Manager- CSM - Sales - UK & Ireland employer: Tata Communications
Contact Detail:
Tata Communications Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager- CSM - Sales - UK & Ireland
✨Tip Number 1
Network like a pro! Attend industry events, webinars, and meetups to connect with professionals in the telecom sector. Don't be shy—introduce yourself and share your passion for customer management and service improvement.
✨Tip Number 2
Prepare for interviews by researching Tata Communications thoroughly. Understand their services and how they redefine connectivity. Be ready to discuss how your experience aligns with their goals, especially in customer engagement and process standardisation.
✨Tip Number 3
Showcase your ITIL and Cisco certifications during conversations. These qualifications are gold in the telecom industry, and we want to see how you can leverage them to enhance customer satisfaction and drive service improvements.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team at Tata Communications and contributing to our mission of redefining connectivity.
We think you need these skills to ace Senior Manager- CSM - Sales - UK & Ireland
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Manager role. Highlight your experience in customer management and telecom, and don’t forget to mention any relevant certifications like ITIL or Cisco. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your previous experiences have prepared you for it. We love seeing genuine enthusiasm, so let your personality come through!
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to drive customer satisfaction and improve processes. Metrics like CSAT scores or successful project completions can really make your application stand out to us.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining our team at Tata Communications!
How to prepare for a job interview at Tata Communications
✨Know Your Stuff
Make sure you brush up on your knowledge of Tata Communications and their services. Understand their approach to connectivity, cloud solutions, and customer management. Being able to discuss how your experience aligns with their objectives will show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Senior Manager, you'll need to demonstrate your ability to lead and guide teams effectively. Prepare examples from your past experiences where you've successfully managed teams, driven service improvement plans, or handled customer escalations. This will highlight your capability to fulfil the role's responsibilities.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific situations, such as managing customer dissatisfaction or implementing process standardisation. Think through potential scenarios and formulate your responses, focusing on your problem-solving skills and how you can drive customer satisfaction.
✨Engage with Questions
At the end of the interview, don’t forget to ask insightful questions about the company culture, team dynamics, and expectations for the role. This not only shows your interest but also helps you gauge if the company is the right fit for you.