About The Company
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
Key Responsibilities
Data Management & Insights
Drive the collection, consolidation, and analysis of operational data to generate actionable insights for internal teams and customers.
Lead MIS reporting and transform raw data into meaningful intelligence for monitoring, performance tracking, and strategic decision making.
Leverage latest technologies and AI/ML tools to automate reporting, enhance data accuracy, and drive operational efficiency.
Process Excellence & Cross Functional Collaboration
Define and streamline operational and business processes while managing new initiatives that require close coordination across Sales, Customer Success, Product Management, Delivery, and other cross functional teams.
Identify bottlenecks, propose data backed solutions, and drive continuous process improvement using advanced analytics and automation.
Performance Governance
Provide regular performance reviews, dashboards, and financial/non financial reporting to support long term CST (Customer Success Transformation) objectives.
Establish strong governance frameworks and ensure process adherence across regions through structured interlocks.
Churn Analytics & Mitigation
Lead end to end churn analysis, reporting, and governance.
Build standard use cases, predictive churn models, and mitigation strategies using data analytics and AI based insights.
Drive regional alignments on churn mitigation and collaborate closely with CSM leadership to define the churn AOP and monitor strategy execution.
Revenue Realization
Work closely with CST teams to track SD WIP and on hold cases, ensuring timely revenue realization through structured governance and regional coordination.
Customer Segmentation & Business Rules
Analyze the existing customer base and define business rules for service segmentation.
Categorize accounts into appropriate service tiers using data driven methodologies and align service segmentation with Sales strategy teams.
Customer Experience & Platform Enhancements
Analyze customer feedback and internal stakeholder inputs to recommend improvements in portal features and UI/UX.
Drive enhancements leveraging modern technologies, automation, and AI to improve customer experience and operational effectiveness.
Educational Qualifications
Required Qualifications & Skill Set
- Bachelor s degree in Engineering, Computer Science, Business Analytics, Statistics, or a related discipline.
- MBA or Master s degree in Analytics/Data Science (preferred).
Technical Skills
- Strong proficiency in data analytics tools such as Excel (advanced), SQL, Power BI/Tableau, Python/R (added advantage).
- Good understanding of AI/ML concepts, generative AI tools, and ability to apply these in real business scenarios to drive automation and efficiency.
- Experience working with CRM and workflow platforms (e.g., Salesforce).
- Familiarity with latest digital technologies, automation frameworks, and customer experience tools.
Analytical & Business Skills
- Strong analytical mindset with the ability to interpret complex datasets and convert insights into business recommendations.
- Proven experience in building dashboards, MIS, predictive models, and process improvement frameworks.
- Ability to define business rules, create segmentation logic, and drive operational governance.
Functional & Domain Skills
- Prior experience in Customer Success, Operations, Business Strategy, or Analytics roles.
- Understanding of churn management, customer lifecycle analytics, and revenue governance processes.
- Experience working with cross-functional teams and driving change in a matrix environment.
Soft Skills
- Strong communication and stakeholder management skills.
- Ability to influence and drive outcomes across regional and global teams.
- Problem-solving mindset with a focus on execution and continuous improvement.
- Self driven, detail oriented, and comfortable working in fast-paced environments.
