Manish Jha

Experience

• 

  UTECH

  Jun 2000 - Nov 2002

  Utech India Ltd., New Delhi as Engineer (Network Operations)

  • Managed installation and maintenance of LAN/WAN networking products – • Router, Switches, ISDN Modems, Leased Line Modems & ISDN Backup Systems. • Install controlware ISDN Back up products in Various corporate Pan India .• Successfully Implemented Controlware ISDN back up equipments at Pan India level such as Standard Chartered bank ,BSE ,NSE ,XA TMI ,Genpact etc.

• 

  Telecom Italia Information Technology (TI.IT) s.r.l.

  Dec 2002 - Nov 2004

  XATMI (Retail Arm Telecom Italia), New Delhi as Asst. Manager – Customer Services

  Product Offering from XATMI Networks:• Unmanaged Services – IPLC Links• Managed Services – International Frame Relay, ATM & MPLS Link Key Result Areas:• Project management for TMI India Frame Relay, IMPLS, ATM Network implementation• Responsible for installation and configuration of the equipment for North India Operations• pre-Sales Support• Network Planning• Liaisoning with Videsh Sanchar Nigam Ltd for International Bandwidth• Liaised with VSNL for International Bandwidth provisioning• Service Assurance all North India Customers Show less

• 

  Airtel Business

  Dec 2004 - Apr 2024

  • To own the complete customer life cycle from planning, project execution, support & operations, invoice collection to revenue realization• Governance of project efficiencies and milestone achievements • Making for profitability in line for org. by releasing the policies and guidelines • To ensure on-time project delivery, reduction in cycle-time “from Customer PO to cash” with FTR zone (zero defect)• To ensure strategic Planning, execution & implementation of various process in line with business & customer• P&L responsibility that includes revenue and expense forecasting w.r.t. all Govt. projects• To ensure revenue enhancement through cross-sell - up sell, loyalty programs & customer lifecycle management, supported by comprehensive marketing exercise• To ensure penalty reduction by adhering SLA as per contract and SOW• To ensure smooth coordination with cross functional teams like finance, CSD, marketing, sales, SCM and ASPs like BSNL, Sify, TATA, Ericson, PGCIL, Reliance Communications• To recruit, develop, train, manage and review manpower, vendor and consortium partners• To ensure effective health/progress dashboard of project to customer and management• Undertaking audits for ensuring operational effectiveness of process compliance Show less Key Activity • Liaising with cross-functional team and ensuring overall improvement in service assurance, churn reduction and customer satisfaction index through influence and interpersonal skills.• Agency management and governance to ensure SLA adherence by partners and enhanced customer experience• Designing processes & systems for optimization of service assurance & process simplification with a focus to increase productivity in field• Governance of internal transitions process along with introducing new work ways through talent acquisition, training & development eg. GRM work ways• Build Process capability by leading a strategic project “SME Step up”• Successfully reduced the Data Churn from Avg 480 Accounts to 350 accounts in last six month time.• 75 Drop and Carry Customers and Approx 2400 links migrated to the new design to get the network stable and enhance customer experience• New process implemented for PRI customers to improve the customer experience.• Improved Experience for all ISP and Drop and Carry customers to set up the dedicated desk at GSMC for faster resolution. Show less • Managing Strategic & Key accounts customer life cycle end to end • Support Circle CE team in overcome challenges followed by risk mitigation for faster resolution• Driving Customer experience for Top 51 Accounts• Best Customer Centricity award 2017 from MD & CEO• Best Customer Centricity award 2016 from MD & CEO• Got Best Customer award from Customer Experience Director to make the Number one position for Top3 Accounts.• New Auto tool Implemented for SAM to make their life easier to make the presentation for their Customers• Customer attributed fault reduced from 41% to 27%• Approx 2100 links migrated to ASON to make the circuit more stable as ASON is having multiple path.• SIP. Implemented for 1500 RF links to make the link stable as they are having repeat faults Show less • Directed the design and implementation of key capability building initiatives for service delivery.• Spearheaded network implementation for Enterprise customers; implemented 2500+ links/month worth 760 Mn/Month• Leading the team of 25 people PAN India to get the maximize delivery for AB and Global Business• Periodically reviewed on hold cases with RPH, TL and IWAN team and reduced on hold funnel and accelerate e2 delivery • Major contribution towards increasing revenue accrual through faster project implementation for all the business segments namely ES Corporate, Domestic Global Data Business • Managing new projects deployment with implementation plans• Remarkable growth in baseline performance of Project delivery (14 days TAT) from 23% to 80% in Mar’14.• Improving national delivery nos. by 70% growth• Merit of successfully increasing productivity levels by 120% in 2 years and focused on enhancement of organizational tools and workways for service delivery updates and monitoring.• Instrumental in designing processes related to installations to improve delivery productivity and implementing them at national levelKey Achievements: -• Maximize the OB Conversion into Revenue by optimal utilization of resources across country for all Products• Consecutively touched the maximum IR Closure in Q2 & Q3 of FY-2014~15 Show less • Leading the team of 13 member for North and East for maximize delivery as per customer expectation• Successfully implemented MPLS and IPLC project for HCL tech, Genpact, IBM Daksh, Ge Capital, JP, GAIL, Amity, Hewitt, E & Y, Maruti, Hero Motocorp etc.• Got many awards during that period from Circle CEO and CE Head for Maximise revenue and Customer delight• Delivered Large Project 500+ MPLC Locations for Bharti Infratel Project called Shakti within 12 weeks time frame.• Successfully implemented CAG multi locations project 100 + locations within 8 weeks time frame• Attended 7 days business Program from IIM AhmedabadKey Achievements: -• Highest number of CKT delivery for high revenue accounts (like- Genpact, HCL Tech & IBM Daksh)• Best People Manager Award in 2012 at Airtel Pan India level• Resolved the burning matter of Power Management with Infra Partners for smooth roll-out of all RF Customer Show less

  • National Head – Customer experience,Government Accounts

    Apr 2019 - Apr 2024

  • National Head- Customer Experience -SMB business

    Dec 2017 - Mar 2019

  • Program Manager, India – Enterprise Accounts

    Jul 2016 - Nov 2017

  • National Head – SED- Solution Engineering & Deployment

    Jul 2013 - Jun 2016

  • Team Leader – North & East

    Jun 2009 - Jun 2013

  • Project Manager

    Dec 2004 - Jun 2009
• 

  Jio

  Apr 2024 - now

  General Manager