Agm - Postpaid IT Transition Project

Job Req ID: 45428- 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.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL is an equal opportunity employer committed to diversifying its workforce.

**Job Purpose**

Proactive identification of enhancements required in CRM and various customer self-service channels. Finding automation opportunities in CRM flows for reducing efforts by front liners and back-office. Making self-service channels more efficient and user friendly.

**Key Result Areas/Accountabilities**
- Critical CLCM journey improvement opportunities focussed towards digital interventions and build automation wherever applicable.
- Drive projects from Process and system view for any new product / services are launched.
- Study customer interactions at various touch points and TNPS inputs for understanding challenges in customer journeys and drive improvement.
- Close coordination with different functions for seamless change management
- 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**
- Awareness about CLCM processes
- Telecom business process awareness
- Problem solving skills
- Basic Analytical skills
- Good knowledge of MS office
- Project management

**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.

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