Tower Lead-Telecom-CMI

☞ Tata Consultancy Services

View: 107

Update day: 01-06-2024

Location: Ahmedabad Gujrat

Category: Consulting / Customer Service

Industry: IT Services IT Consulting

Position: Mid-Senior level

Job type: Full-time

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Job content

TCS is hiring for "Tower Lead-Telecom-CMI". Details below-

Role- Client Relationship Management & Financial Management

Location- Ahmedabad

Exp-14-18 Years

Shift-US Shift-5:30 PM-3:30 AM IST

Role-

1. Customer related :

• Responsible to be the Tower Lead and be the single point of contact for all customer escalations for the account

• Coordinating with the client on process related issues and updates

• Participates in strategic reviews (e.g. Steer Co, MBR etc.) with the customer to evaluate health of the existing relationships and future business prospect

• Hosting all senior client stakeholders

• Fronting all customer initiatives and ensuring all client complaints, CSS Issues are addressed and closed within timelines

2. Financials related :

• Ensure profitability of the account

• Drives financial and operational parameters (revenue, growth, margin etc.) for processes for the account

• Ensures all contract renewals & pricing is completed in a timely manner

3. Business development

• Supports the sales teams in achieving the growth targets for the accounts through client interactions, solutioning and delivery support

• Working with the BRM / client partner to mine the account and work on growing the account

4. Delivery & Project Management

• Responsible for managing operations of up to 1000+ FTE for voice based sales, back office and blended customer service operations, split across multiple locations, in India

• Closely monitors delivery performance of engagements within the account and timely closure of all delivery issues / escalations

• Ensure compliance to all TCS processes

• Ensuring regular reviews & optimum seat and infra utilization for all units within the account

• Coordinating and conducting regular reviews with support functions like Admin, HR and IS, drawing action plans, implementing the same, to address infra and people concerns

• Responsible to drive automation / RPA initiatives for the account

5. People & Team management

• Responsible for setting the culture and TCS values within the account

• Being the single point of escalation for all account level issues from an operational perspective

• Driving all account level initiatives with support from admin & HR

• Review hiring requirements and ensure staffing of projects within the account, people rotation and manage releases / churn

• Set reasonable, challenging and clear performance goals for direct reports and teams, monitors’ performance and provide feedback

• Responsible to drive and monitor ASI for the account

Interested candidates can apply

Regards

Tanya Kansal

TCS-HR

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Deadline: 16-07-2024

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