Asst Manager - New Product Introduction Job Description NPI spearheads new product / service rollout. Key responsibility of this team is to create new product service envelope for Voice, Data / VAS, Enterprise Products & Devices.
NPI team manages all IT projects for Enterprise Market Planning team.
NPI supports Enterprise Business Service Circle Solution Architect teams on carrying out Proof of Concepts / Tech Support on various technology challenging projects.
Team NPI, being technology savvy with customer care focus, ensures that every new product rolled out is error free in defined time frame.
Desired Profile POSITION SUMMARY
He/She will need to understand new product/services from product/technology teams and then define Service Strategy, Document Business Requirements for IT Provisioning, Billing, CRM (Query/Request/Complaint Management), ensure CR is raised, all clarifications sought clarified with Corporate IT & Project Manage for timely execution, market roll out, monitor rollout issues if any & Improve processes to ensure smooth & world class customer experience.
RESPONSIBILITIESEnsure all new enterprise products' service strategy is defined; business requirements (BRS) with all processes documented with sign off/ approvals from Customer Care, Service Delivery, Technology Teams and delivered to IT on time for systems (OSS/BSS) readiness.
Co-ordinate with IT for timely delivery of projects.
Ensure functional testing/ dry run are carried out and system readiness is in place.
Ensure Customer Care / Service readiness across country.
Monitor new product rollout for 60 days and if required, initiate process for Improvements.
Handover same to Operations team.
SKILLS
Strong IT Systems & communication skills.
Good Understanding & experience with Customer Care processes.
Good Team management & Interpersonal skills
QUALIFICATIONS AND EXPERIENCEBE or First Class Graduate with good IT/Telecom customer care background.
Experience must be 5-7 Years.
Previous experience in designing service processes, CC Operations, IT Project Management delivery (Provisioning, CRM, and Billing) will be is preferred.
Experience 4 - 9 Years
Industry Type Telcom/ISP
Functional Area ITES/BPO/KPO, Customer Service, Ops.
Location Mumbai
Keywords Provisioning, CRM, and Billing
Tata Recruits Experienced