Customer Service Executive - Customer Service Operations

About the Company

Tata Communications focuses on reinventing connectivity through innovation and intelligent network-led services. The organization works across cloud, mobility, Internet of Things, collaboration, security, media, and network services to shape a more advanced communications ecosystem.

Role Overview

The position is for a Branch Network Team Leader based in Pune, within the Branch Operations and Network Management function. This full-time role calls for a driven professional who can lead branch-level operations, support business expansion, and uphold strong service standards across locations.

The right candidate will bring experience in branch operations, supervising teams, tracking sales performance, and coordinating with internal and external stakeholders. Strong leadership, sharp analytical thinking, and the ability to manage several branch activities at once are essential.

Key Responsibilities

Branch operations

• Keep daily branch activities running efficiently and provide support where needed.
• Make sure the branch follows company policies, legal obligations, and standard procedures.
• Spot operational challenges that affect performance and work toward quick resolution.
• Review productivity, service quality, and operational efficiency measures regularly.

Team leadership and development

• Guide, coach, and encourage branch staff to meet business and operational goals.
• Run performance discussions, coaching touchpoints, and team meetings on a routine basis.
• Assist with hiring, onboarding, and training new branch team members.
• Promote a workplace culture built on responsibility, teamwork, and customer focus.

Business growth and sales support

• Help the branch meet sales targets and other key business objectives.
• Find opportunities to bring in new customers, retain existing ones, and increase cross-sell opportunities.
• Support branch teams in executing campaigns and business initiatives.
• Monitor branch results and suggest ways to improve performance.

Customer experience

• Maintain a consistently high level of customer service across branch locations.
• Address escalated customer issues and ensure they are resolved promptly.
• Collect customer feedback and use it to improve service delivery.

Reporting and analysis

• Build and share branch performance reports and dashboards.
• Study business patterns, operational information, and customer insights to support decisions.
• Recommend actions that can improve productivity and profitability.
• Keep records and documentation accurate and up to date.

Requirements

• A bachelor’s degree in Business Administration, Commerce, Management, Finance, or a closely related discipline.
• 2 to 6 years of experience in branch operations, retail banking, financial services, sales operations, or network management.
• Previous exposure to team supervision or people management is preferred.

Preferred Background

• Experience in banking, fintech, NBFCs, telecom, retail, or distribution networks is an advantage.
• Familiarity with performance management and branch KPI tracking is useful.
• Exposure to CRM platforms and operational management systems is preferred.

Key Performance Indicators

• Branch sales achievement.
• Customer satisfaction scores.
• Compliance and audit performance.
• Team productivity and engagement.
• Customer acquisition and retention results.
• Turnaround time for resolving customer escalations.

Additional Information

Location: Pune

Department: Branch Operations / Network Management

Employment type: Full-time

Experience required: 2–6 years

Work mode: Onsite