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
* 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