P&C Lead

2 weeks ago

Chandigarh, Chandigarh, India Airtel Full time ₹ 20,00,000 - ₹ 25,00,000 per year

P&C Lead

Deliverables

Capability building-
1.Improvement in quality of workmanship in the circle/Cluster
2.Execute training plan to build team capabilities to deliver One airtel Service agenda
3.Execution of Product/Process/System/Soft skill training for Airtel In-house/off role teams, Strategic and Non-strategic partners as per the norms to ensure effective learning to all the role holders
4.Working with leadership to ensure that Learning outcomes drive business Objectives
5.Coordination with circle and central role holders for effective Learning solutions
6.Develop and design documents including training manuals, process outlines, flowcharts, checklists, templates, and implementation procedures.

Process Excellence
1.Ensure effective implementation of Delivery Process Journeys & SoP
2.Recommend process improvement in line with Airtel strategy and close coordination with Customer call centres and CSD teams of Airtel to enhance customer experience
3.Measure, analyse and evaluate existing processes, collect data to identify improvement opportunities, develop metrics with KPIs to measure Critical Success Factors
4.Facilitate process improvement meetings and workshops, brainstorming sessions and various process improvement events.

Productivity enhancement

1.Monitor and enhance service productivity measures by
2.Consultation around training implementation in line with driving productivity in the teams
3.Crafting productivity enhanced solutions / trainings

Digitization
1.Look for opportunities for digitization in the processes.
2.Coordinate with the circle and Central process and product team for building digitization in the processes

Demonstrate (Key competencies)
Customer Obsession - Is sensitive and dedicated towards needs & expectations of customers, and is consistently willing to go above and beyond for the customer. Clearly advocates and finds ways & means to continuously up the experience of customers

Process Orientation- Defines, implements and ensures adherence to Processes, understand the organisation and where/how different processes connect to the bigger picture. Has an eye to spot the flaws. A mindset that embraces principles and tools to create sustainable improvement. Achieve long-term sustainable growth, working towards increasing productivity by removing waste and inefficiencies, Looks at innovative & new ways of delivering business & running processes. Ability to put structural solutions in place.

Influencing- Is an influencer, manages the stakeholders by creating a lasting relationship based on a consistent delivery of a win-win proposition

Ability to scale capabilities

Highly collaborative and team-oriented

Problem-solving skills with the ability to identify, quantify and utilize information to make recommendations that support business choices.

ability to develop and deliver engaging, informative, well organized presentations

Experience LevelSenior Level

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