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.

- Current 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.

📌 AGM - Post Paid Processes & Systems (India)
🏢 Important Company of the Sector
📍 India