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 transparent 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 / Skilled - PMP / MBA preferred

Must have technical / professional qualifications

Must have technical / qualified 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 Maharashtra
🏢 VIL
📍 Maharashtra