Agm - Prepaid Process & Delivery

4 days ago

Mumbai, India Vodafone Idea Full time

Job Req ID: 20501- Location: Mumbai, IN- Function: Other- About:
**Role**

Prepaid CXX, GH, IT & Marketing interface and Circle support Lead

**Job Level/ Designation
M2 / AGM

**Function / Department**

Customer Service / Prepaid Process and Delivery

**Location**

Corporate - Mumbai

**Job Purpose**
- Drive & Enhance Prepaid CXX by leveraging insights from TNPS, NPS, CRM interactions
- Evaluate and simplify processes through
- End to End process studies
- Benchmarking
- Cross functional projects

**Key Result Areas/Accountabilities**
- Improve and sustain TNPS and NPS KPIs
- Drive continuous process simplification and improvements
- Identify opportunities to upgrade user / customer journeys and enhance operational efficiencies through effective collaboration with cross functional teams
- Enhance Self Help penetration through Digital & Self Service platforms

**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

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