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AGM - Post Paid Processes & Systems

Job Req ID:  38781
Location: 

Mumbai, IN

Function:  Other
About: 

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.
  • 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

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.

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