DGM - Order Mgmt & FL Back Office

Role

Head Order Management & FL Back Office

Job Level/ Designation

M2 / DGM

Function / Department

Enterprise / CS

Location

Corporate

Job Purpose

Responsible for order management of all Enterprise products to Optimize PO to WO briefcase time, maximize revenue realization through continuously improving order processing efficiencies,
Will be responsible for billing accuracy of Fixed Line customers and continually take proactive measures to deliver accurate first bill. Will also be responsible for suspension and termination process accuracy
Will be a Central corporate role with PAN India responsibilities across all Enterprise Non-mobility products and all segments. Role has responsibilities to launch and upskill pan India account and sales teams to leverage industry first initiatives
The role would also involve providing intelligence to corporate SPOCS. Segment leads, circle business heads and all VIL Stakeholders to take informed decisions and improve internal processes

Key Result Areas/Accountabilities

Manage multiple partner sites responsible for operations delivery and work towards improving operational efficiency,
Identify opportunities for process automation and reduced dependency on manual tasks and improvement on accuracy of data entry

Service Performance and Operations Support for EBO
Operations Management
o Ensure adherence to SLAs / KPIs as per company norms
o Document validations are done as per TRAI and DoT regulations

Operational excellence
o Ensuring that excellence is driven and new initiatives are introduced for process enhancement,
o Land and realise revenue benefits of industry first digital order management process
o Achieve and maintain industry first position in order processing efficiencies
o Automation of existing manual reports and provide real-time visibility
o Digitization and automation manual order entry processes
Process Governance
o Implementation of standardized processes and reengineering for enhancing customer experience
o Enhancing process automation tools to make the fit for purpose
o Projects and initiatives to improve order entry TAT and simplified process
o Optimise revenues via engaging stakeholders and governing termination and suspension processes
o TAT adherence to all back office desks

Core Competencies, Knowledge, Experience

Experience with Telecom/System integration company

Technical Knowhow on order lifecycle from Quote to cash
Should have knowledge of fixed line operations i.e. Activations, number allocation, bill, reconciliation
Partner/vendor Management
Managing and streamlining operations
Attitude towards meeting customer first agenda
Self-starter- must be proactive ,initiate and drive work streams , able to operate independently and take the initiative

Must have technical / professional qualifications