AGM - Service Excellence & New Prodcuts - IOT

`Role

Service Excellence & NPD  - IOT

Job Level/ Designation

M2/AGM

Function / Department

Enterprise/CS

Location

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

Operational

• 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