Lead- Service Communication & Governance

Fa Evmm Saasfaprod1 Open · verified Oct 7, 2026

India Full-time Senior Communications

At a glance

Senior Communications role at Fa Evmm Saasfaprod1. India · full-time.

Pay not stated Communications salary

RoleCommunications

SenioritySenior

LocationIndia

EmploymentFull-time

PostedOct 5, 2026 · 2d ago

Role brief

growthroles summary, based on the employer's posting.

What you'll do

Own service communications throughout customer journeys, from pricing changes and outages to upgrades and service advisories
Set communication plans and standards across email, SMS, WhatsApp, websites, portals, Humanoid and other digital channels
Coordinate with product, operations, technology, legal and compliance teams so customer messages are reviewed and ready on time
Create and refresh customer guides, FAQs, scripts and video materials that support awareness, digital use and self-service
Maintain approvals, quality checks and version records, and lead content for webinars, events and award submissions

What you bring

You have at least seven years of experience
You can lead customer-facing service communication and content governance across multiple channels

Who this fits

This is a senior individual-contributor role at manager level. You’ll suit work that combines customer service messaging, content governance, regulatory review and digital education. The role is listed in India.

From the employer

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