Agm - Prepaid Process & Delivery

3 weeks ago

Mumbai, India Vodafone Idea Full time

Job Req ID: 41334- Location: Mumbai, IN- Function: Other- About:

- Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

**Role**

Prepaid Process Design, Creation & Rollout Lead

**Job Level/ Designation
M2 / AGM

**Function / Department**

Customer Service / Prepaid Process and Delivery

**Location**

Corporate - Mumbai

**Job Purpose**
- Analyse the business requirement & Identify opportunities to standardize processes.
- Continuously evaluate and modify existing processes / practices to bring more operational efficiencies & simplify the QRC handling journeys
- Publish monthly dashboards & EDMs of Process simplified with Impact to all stake holders

**Key Result Areas/Accountabilities**
- Improve and sustain TNPS and NPS KPIs
- Drive continuous process simplification and improvements
- Identify opportunities to upgrade user / customer journeys catering the dynamic needs & enhance operational efficiencies through effective collaboration with cross functional teams
- Validation & Simplification of Customer Communication
- Ensure smooth rollout of new product launch process (QRC)
- Identification of unique opportunities to enhance TAT, FTF & reduce complaints through special projects

**Core Competencies, Knowledge, Experience**
- Good knowledge and Subject Matter Expertise around Processes, Systems and Applications
- Ability to influence & drive cross functional projects
- Exposure to Customer Lifecycle Management
- Excellent Analytical Skills
- Proactive Resolution Skills

**Must have technical / professional qualifications**
- Graduation/Post Graduation/MBA with good experience in various customer service roles
- Experience in Prepaid Process Management

**Years of Experience**

7 - 10 Years

**Direct reports**

NA

**Vodafone Idea Limited** (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership

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