Senior Manager - Business Excellence - Telecom Domain

STRATEGIC INTENT :

To have a central hub for Process Design & Re-Engineering which will ensure uniform processes are designed, rolled out and followed across all customer points. To continuously facilitate process improvement in all areas with a focus on strategy execution, competitive improvement and innovation such that it ensures a standardized output and a seamless experience across all customer facing processes.

This would include managing all aspects of process design and improvement, keeping in line with the organizational goals, policies, guidelines and service-values, the design and improvements made should lead to continuous enhancementin service experience, cost optimization, arresting fraud and revenue leakages

Major purpose of the job :

- Ensure Process Design, Process Re-engineering , Process Review and Maintenance processes are in line with the Service Philosophy and leads to enhancement in service experience and cost optimization

- Ensure that well-defined requirements are derived from the product and customer requirements. This includes ensuring that the deliverables of the project are clearly understood. Ensure that there is a well-defined architecture

- Identify and take up improvement activities to reduce customer pain areas, increase productivity, optimize costs by plugging revenue leaks, fraud and improve satisfaction.

- Strategies to improve agility of activities undertaken by the team to give better results in short time

- Execute any other projects, tasks or activities required to improve performance of the processes

- Understand product lifecycle and ensure project documentation is complete and accurate. Control and coordinate change to the project at the level of requirements, timescales and resources

- Drive the planning process by leading cross-functional teams through the planning stages and assembling a high-level project plan. This plan must meet the needs of the customer interface as regards the functionality and timescales for delivery.

- Drive the individual project teams via weekly reports and reviews and, where needed, more detailed interaction. Ensure that systems design engineering deliveries to product /process verification take place as agreed. Ensure that the developed solution is properly deployed in a production environment.

- Report to the management on the progress of the project. Bring actual or potential slips to the attention of the management in a timely manner. Present project status and direction to the customer as needed

- Identify and manage dependencies on other projects

- Act as a central point within the project for the escalation and resolution of issues that affect the project activities

- Analyze and manage the risks to the project, including mitigation and contingency plans-