Agm - Post Paid Processes & Systems

2 weeks ago

Mumbai, India Vodafone Idea Full time

Job Req ID: 38781- Location: Mumbai, IN- Function: Other- About:
**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.

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