Idea - AGM/DGM - Vertical Head - Service Excellence

Job Purpose :

- Manage the Service Excellence vertical in SD function for smooth process and regulatory compliance, process, products, systems and behavioral trainings, vendor quality audits and improvement, drive automations for higher efficiency, Management and upkeep of Knowledge management portal, drive customer self help tools like Care and My SMS penetration, drive ISO 9001:2008 compliance in the circle, drive CSat initiatives for improvement

Dimensions :

Job Context & Major Challenges :

Job Context :

- SD comprises of Postpaid, Prepaid, CIM, and 3G Verticals. All these Verticals need to abide to the laid down Regulatory and process audits for which SE needs to support and administer as per the timelines.

- All automations to improve the efficiency of the activities which impact customers, revenue are supported by the SE team who raise the CR and follow up with the IT for timely closures.

- Compliance to organizational and ISO requirement are ensured through SE team. CSAT, Mystery Shopping observation close looping and to drive improving and being Number one in leadership.

Major Challenges :

- High dependency on stake holders for timely submission of reports.

- 100% adherence to control compliance also coordinates with the process owners for close looping the action points to achieve operational effectiveness.

Key Result Areas/Accountabilities and Supporting Actions :

- Ensuring monthly audits activities as per plan for 100% process adherence.

- Ensure 100% audits as per the audit calendar & process document.

- Achieve compliance and the external audit scores as per target & ATRs to be completed as per the given timelines

- Develop and initiate new process implementation

- Achieve standardization of external/internal processes laid down by corporate

- Support stakeholders on various process for implementation

- Ensure sharing of process roll out communication with all stake holders.

- Support them if any challenges.

- Provide necessary clarifications required from corporate.

- Maintain and assist stakeholders CSAT action and ensure planning for improvement of service quality

- Coordinate with all service delivery verticals.

- Ensure implementation of improvement initiatives identified through customer experience survey.

- Achieve higher scores as per target and timelines

- Provide training for automation to improve efficiency

- Supervise training program roll outs to achieve capability building by the specified timelines

- Identify opportunities for process automation to increase efficiency, tat, CSat.

- Provide support to reduce revenue leakage and manpower requirement every month

Job Purpose of Direct Reports :

In-charge - Training :

- To support training activities to make the latest information on product and process offerings available for all levels of workforce of the organization so that the process performs at optimal level and end customers are given correct and updated information.

Incharge - Audit & Regulatory Compliance :

- To perform internal audit of all Service Delivery processes to ensure adherence to process & regulatory compliance and process automations to achieve operational effectiveness.

Incharge-CSAT/ Automations & TM :

- To perform internal audit of all Service Delivery processes to ensure adherence to process & regulatory compliance and process automations to achieve operational effectiveness.

Relationships (If Applicable) :

- Internal Frequency Nature

- All SD Vertical Heads

- Corporate SE team Weekly

- Weekly Audit Reviews

- ISO and ATR report update

- External Frequency Nature

- Vendor Weekly Reviews

Organizational Relationships :

Position :

- FH-SD VH - Service Excellence Incharge-CSAT/ Automations & TM

- VH - CIM Incharge -Training

- VH - Prepaid Incharge - Audit & Regulatory Compliance

- VH -3G Incharge-Process & Quality

- VH-Postpaid