Vodafone Idea Limited
Website:
myvi.in
Job details:
Role
CLCM Projects : New Tech Projects
Job Level/ Designation
M2 / AGM
Function / Department
Customer Service / Postpaid Process & Delivery/Process & Project Management
Location
Mumbai
Job Purpose
Identify opportunities in the existing ecosystem and drive process improvement with the help of automation and system enhancements
Key Result Areas/Accountabilities
- Co-ordinate with various circles and business stakeholders for identifying improvement areas.
- Automation & Standardization : Review qualified improvement areas along with various stakeholders to find out the scope of Automation and process standardization to enhance customer experience
(e.g. TNPS, Call reduction, Churn reduction, Complaint reduction )
- Cost Optimization: Identify opportunities in CLCM domain to optimize servicing cost per customer.
- Roll out & Support :
Provide business support for smooth operations post launch and ensure circle understanding of all processes.
- Demand Support – Provide clear understanding of the business requirement, approve solution document. Get business team updated on any variation from OCRM solution due to implicit nature of the new system.
- Study Cross industry best practices to identify critical business processes to drive customer-centric Projects that should give an edge in customer servicing.
- New process designing and roll-outs
- Prescribe process corrections to process owners wherever required
Core Competencies, Knowledge, Experience
- Core competencies - Project management, Change management, Demand management, BRS-FRS drafting & comprehension
- Servicing System knowledge, Process understanding & Telecom business insights.
- Experience in analytical tools
- Technical / Professional - PMP / MBA preferred
Must Have Technical / Professional Qualifications
Must have technical / professional qualifications:
- Engineering Graduate /Post Graduate
- Experience / knowledge handling Postpaid Processes & Business Projects
- Project management experience
- Preferred Experience in working under Six Sigma, process frameworks.
Click on Apply to know more.