Gm - Postpaid Process & Delivery

2 weeks ago

Mumbai, India Vodafone Idea Full time

Job Req ID: 39292- 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.

**Job Purpose**:To define simplified process and customer journeys for all new and existing customers. Finding opportunities for digitization of customer and front-end facing steps & activities. Identify opportunities in the existing ecosystem and drive process improvement with the help of automation and system enhancements. Regular study of customer VOC from different sources and make inferences. Make CRM and self-service modes more efficient and user friendly.

**Key Accountabilities**:

- Existing process improvement and automation
- New process designing and roll-outs
- Smooth process rollout with TTT
- Identification of customer impacting areas that needs correction. Action planning and implementation.
- Opportunity area finding for digitization of existing processes/activities
- Identification of opportunity areas in CRM workflows/Digital Apps
- Projects
- Touch point for all ad-hoc project related requirements (postpaid CLCM - Corporate/Circle)
- Timely delivery of new projects undertaken
- Error free deployment
- Co-ordinate with various circles and business stakeholders for identifying improvement areas.
- Cost Optimization: Identify opportunities in CLCM domain to optimize servicing cost per customer.
- New Demand Support
- Understanding the business requirement, approving solution document.
- Support IT team for any configuration data as well as any clarifications required pertaining to the demands.
- Getting the demands delivered within the agreed timelines.
- Driving digitalization projects
- Finding new digital channels for customer servicing
- Looking out for new digitalization opportunities in existing channels.
- Driving the digital projects with cross functional team

Ensuring timely delivery of new journeys

**Core Competencies and Key Skills**:
Must have complete understanding of telecom customer journeys. Must be able to think openly and unrestrictedly for simplification of business processes. Should have sufficient knowledge of telecom system working and flows. Strong liasion with different functions/verticals/circles for getting inputs and should be able to drive cross functional teams. Experience on Project management, Change management, Demand management, BRS-FRS drafting.

**Qualification**:Preferably an MBA with 12-15 years expereince.

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

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