FNA Delivery Head Utility Operation
TCS · Kolkata
Source and collection record
Last observed by our collector: . This is not a manual review or a confirmation from the employer.
Employer requisition: 426197
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Collected role description
Job Responsibilities • Provide hands‑on leadership for the Utilities Vertical • Act as a SME with deep understanding Utilities Value Chain as well as emerging Technologies • Own end‑to‑end KPIs and SLAs including basic metrices for e.g., AHT, ASA, FCR, quality, accuracy, CSAT, NPS • Ensure compliance with geographic regulations • Drive cost‑to‑serve reduction through workforce optimization, automation, and AI‑led interventions • Lead transformation initiatives including digital self‑service, contact reduction, intelligent routing, and agent assist to name a few in the Contact Center and Optimization via Automation in the Back Office • Proactively identify and mitigate operational, regulatory, and compliance risks • Support all pursuits and expansions with SME ownership for solutioning, pricing, and operating model design • Own delivery financials including budgeting, productivity targets, and P&L performance • Build leadership capability across Managers and Senior Managers and drive a high‑performance delivery culture Critical Skills: Management Skills: • Proven leadership of large‑scale contact center operations / Utilities Operations • Strong understanding of Utilities and cost drivers, exposure to Life Science and Health Care will be an added advantage • Expertise in SLA governance, CMS audit readiness, and compliance management • Executive‑level communication and stakeholder management • Exposure to analytics, automation, and AI‑enabled contact center workflows • Lean Six Sigma Green or Black Belt certification preferred Desired skills: • Led healthcare / Utilities operations across claims, provider relations, Enrollment, eligibility, and member services / Utilities Domain • Hands‑on experience with multiple core systems • Proven exposure to analytics, automation, AI‑enabled workflows, and innovation initiatives • Lean Six Sigma Green/Black Belt certification preferred Person Specification • Strategic, customer‑centric, and solution‑oriented leader • Balances operational execution with long‑term business planning • Influential leadership presence at senior stakeholder levels • High ownership, accountability, and integrity in healthcare operations • Thrives in ambiguity and fast‑changing business environments
Collected minimum qualification
MASTER OF BUSINESS ADMINISTRATION
Collected experience requirement
14 - 24 Years