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AGM - Service Excellence & New Prodcuts - IOT

Job Req ID:  12877

Mumbai, IN

Function:  VIBS


Service Excellence & NPD  - IOT

Job Level/ Designation


Function / Department



Corporate – Mumbai

Job Purpose

  • Continuous improvement of processes for IOT Products by proactively supporting cross functional teams, in identifying opportunities to improve and lead improvement initiatives.
  • Continuously benchmark processes, baseline performance
  • Identify requirements and needs of the frontend channels and devise ways of improving efficiency. 
  • Planning and execution of customer centric projects.
  • Own change management for processes
  • Drive process transformation and continuous improvement initiatives while building a process excellence culture


Key Result Areas/Accountabilities

Key accountabilities and decision ownership


Strategic  -


  • Creating service strategy for new products, thereby ensuring a future fit model across customer life cycle.
  • Defining Product Life Cycle IOT products
  • To design, deploy & drive quality, customer experience and compliance for ViBS across end to end customer life cycle & for all functions/ touch points.
  • Mapping customer expectations & deploying robust processes that ensure standardization & superior experience at touch points
  • Drive initiatives and process enhancement for improvement of processes leading to superior scores in TNPS  measurements



  • Ops Hypercare for new products/ bespoke customer engagements
  • Liaise with various stakeholders in Corporate & Circle for new product/process/capability rollouts

Systems decision making at various stages for customer & touchpoints impacting tools

Core Competencies, Knowledge, Experience

  • Graduate with 10 + yrs
  • Experience in Customer Service Operations / Exposure to systems & UAT / Process writing

Must have technical / professional qualifications

  • Lean, Six Sigma qualifications and experience
  • Analytical ability
  • Process orientation and attention to detail
  • Coordination and follow up
  • Customer Obsession