AGM - Post Paid Processes & Systems

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.