Lead- Service Communication & Governance

Lead – Service Communication & Governance

Role Purpose

The Lead – Service Communication & Governance t is responsible for managing end-to-end customer and service communication requirements across TTBS customer journeys. The role ensures that all communications are timely, accurate, compliant, consistent, and customer-friendly across multiple channels and customer touchpoints.

The role will act as the central anchor for communication strategy, content governance, customer education, service notifications, knowledge management, and regulatory communication, working closely with cross-functional stakeholders.

Key Responsibilities

1. Customer & Service Communication

• Own end-to-end customer service-related communication across products, services, and the customer lifecycle.
• Define and drive the communication strategy, roadmap, and governance across Email, SMS, WhatsApp, Website, Portals, Humanoid, and other digital channels.
• Manage external customer communications related to pricing updates, service downtime, platform upgrades, planned activities, advisories, and other service updates.
• Ensure all communication is accurate, timely, customer-friendly, consistent, and aligned with brand guidelines.
• Coordinate with Product, Fulfilment, Operations, Marcom, Technology, Legal, and Compliance teams to ensure communication readiness and timely rollout.

2.  Service Lifecycle & Critical Communication

• Manage service lifecycle communications covering incidents, service disruptions, upgrades, advisory notices, planned activities, customer notifications, and major business/process changes.
• Manage regulatory, major-event, network-related, UCC, and compliance-driven communications.
• Ensure appropriate Legal, Compliance, and Regulatory vetting for applicable customer communications.

3. Content & Knowledge Management

• Develop and maintain knowledge content, including process guides, FAQs, quick-reference guides, scripts, videos, GIFs, and customer education material.
• Develop scripts and video content to improve customer awareness, digital adoption, and self-service.

4. Governance, Quality & Audit Readiness

• Maintain robust approval governance, quality checks, version control, and audit readiness for customer-facing communication.
• Periodically review existing communication and content to identify gaps and ensure continued accuracy, relevance, and compliance.
• Establish consistency in language, tone, templates, and communication standards across channels.

5. Customer Experience & Digital Adoption

• Drive communication interventions aimed at improving customer experience, digital adoption, and self-service.

6. Webinars, Events & Awards

• Lead communication and content development for seminars, webinars, stakeholder events, presentations, and knowledge-sharing forums.
• Manage organizational award participation, including research, category selection, entry development, submission, and jury preparation.

Current Annual / Ongoing Volume Managed

• 2.5 lakh+ customer base engaged through email every month, including creation and management of service communication related to pricing updates, service downtime, platform upgrades, and other customer-impacting changes.
• 160 + refreshers and communication templates managed across Email, WhatsApp, SMS, Humanoid, and multiple customer journeys.

Additional Scope & Refresh Requirements for FY27/28

The scope is expected to expand significantly with ongoing transformation and regulatory requirements, including:

• HOBS/BSS transformation communication requirements.
• TTNS-driven delivery and process communications.
• Humanoid Project scripting and documentation, including voice-call audits and experimentation with communication in multiple languages.
• New DBCH process journeys and associated script enhancements.
• Increased requirements arising from UCC regulations and other regulatory/compliance mandates.
• Refresh of customer-facing scripts and content as platforms, processes, and digital journeys undergo transformation.
• Increased focus on video-led customer education, digital adoption, and self-service communication.

Role Profile |Role: Lead – Service Communication & Governance 
Level: Manager |Role Type: Individual Contributor |Experience: 7+ years