AGM-Process Audit & Governance

Role

AGM, Process Audit and Governance

Job Level/ Designation

M2/AGM

Function / Department

Quality & User Experience/Technology

Location

Mumbai

Job Purpose

Creation and standardization of the various process flows for operational efficiency. Ensure proper implementation and periodic audits to measure the effectiveness of implemented process and improve on them. Creation of strong governance model across the central and circle teams to increase the productivity of the teams.

Key Result Areas/Accountabilities

• Create, Evaluate and Improve Processes to Improve Operational efficiency on all CXX driven activities that requires cross functional and external partner associations. Proper Documentation of the existing process flow, and make constructive suggestions for change

• Monitor and measure the benefits of post process implementation to ensure quality, efficiency, and improvement.

• Ensuring implementation and adherence to the approved process by performing regular audits and monitoring control points. Act as SPOC for the process related activities and provide support and guidance to different teams

• Implement governance of all circle’s quality teams using standardized metrics system. Initiate the best practice cases sharing to improve innovation. Perform timely escalations and highlight violation and gaps discovered. Ensure timely resolutions post engaging with responsible teams to reduce end customer experience impact.

• Work with other verticals of CXX teams internally in identifying new process areas to increase effectiveness and productivity of the same. Encourage circle teams to share best practice cases regularly to improve innovation

• Devise KPI and metrics for assessment of process performance and disseminate to all stakeholders. Regular engagement with stakeholders to highlight violations and work towards improvement.

Core Competencies, Knowledge, Experience

• Thorough understanding of existing technologies and abreast with changes in the telecom arena
• Understanding of process creation knowhow and tools ( Visio )
• Knowledge of standard telecom best practices across different domains in the mobile operator environment and different vendors
• Working knowledge of different network KPI’s in area of network quality, optimization and planning norms.

Must have technical / professional qualifications

• B.Tech Electronics and Communications
• Knowledge in Process creation tool like Microsoft Visio