Deputy Manager – Service Delivery

from 5 to 8 year(s) of Experience
₹ Not Disclosed by Recruiter (Including Variable: 10%)

Job Description

Roles and Responsibilities

Purpose of the Role:
Overall in-charge for Operations with regard to financial performance, network operations, complaint
resolution, project execution and customer relationship management. Responsible for total
performance in accordance with company policy and procedures. Plan, implement, and manage areas of
responsibility to facilitate continuous improvement and personal growth while supporting company
goals, missions, and vision. Provide sound leadership for the Zone.
Role Description
Complete Responsibility of monitoring and driving. Operations SIA at Branch Level
Drive implementation of operational policies and procedures at Branch Level.
Monitor performance of branches and ensure high productivity levels.
Conduct periodic audit and inspection to ensure that testing and measurement equipment are
available and being utilized by the field staff as per laid down norms and procedures.
Design and implement strategy for expanding operational support services and network in line
with sales forecast or approved expansion plans.
Review recommendations received from Branches for implementation of new projects, provide
resources required and monitor implementation.
Monitor and track implementation of BONU and BONT for existing network and customers.
Support rollout of new platforms like GEPON
Provide support to Community Projects in respective zone
Provide support to Corporate customers in respective zone
Responsible supporting all end-to-end customer care processes and procedures with a view to
increase customer retention.
Assume overall responsibility for supporting technical customer care as per laid down norms as
well as monitoring of complaint resolutions.
Analyze training needs of operations staff and co-ordinate with Functional Training Team and
HR to ensure design and implementation of training programs.
Responsible for timely execution of special projects/ up-gradation assignments.
Establish measure of performance and monitor performance of Operations staff
Design and implement customer Relationship management strategy with a view to increase
customer retention.
To liaise with corporate contacts, build and develop relationships

Key Result Areas:
This role has the responsibility of driving efficiency across the Zone, providing outstanding leadership to
associates and championing ACT’s culture of service, respect and integrity.
This role is responsible for maintaining a performance driven environment, drive operational efficiency,
and apply the best practices and processes while providing outstanding customer service and
supervising each branch to bring in success of this role.

Role:Assistant Manager/Manager-(Technical)

Salary: Not Disclosed by Recruiter

Industry:Telecom / ISP

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Voice

Employment Type:Full Time, Permanent


UG:Any Graduate

Company Profile

ACT Fibernet

ACT (Atria Convergence Technologies Ltd.) was born out of a vision to become the most admired inhome entertainment, education, and interactive services provider in India. Today, we are closer than ever to realizing it. Based in Bangalore, we serve a number of cities and towns in Karnataka, Andhra Pradesh, Telangana, Tamil Nadu, Delhi, Jaipur, Lucknow and Ahmedabad. We are one of the country’s most renowned cable and broadband company, bringing state-of the art services to nearly 2.5 million
happy homes (Fibernet, Digital TV, HDTV). We offer broadband on optic fiber and our Fiber-To-The Home technology can carry vast amount of information at speeds up to 1 Gbps. We are currently the 3rd largest ISP In the wired broadband category, and the largest non-telco ISP in the country.
Company Info
View Contact Details+

Recruiter Name:Arunkumar

Contact Company:ACT Fibernet