Idea - Vertical Head - Service Excellence

Responsibility

1. To drive transformation project roll outs to achieve efficiency as per timelines set by corporate.

2. To ensure audits as per the audit calendar & process document to achieve compliance and the external audit scores as per target & ATR’s to be completed as per timelines

3. To ensure compliance against laid down ISO norms to maintain sustenance of the ISO certification (ISO 9001:2008) ongoing basis for all SD processes

4. To identify opportunities for process automation to increase efficiency, TAT, CSAT and reduce revenue leakage and manpower requirement every month

5. To supervise training program roll outs to achieve capability building by the specified timelines

Key Result Areas

1. Achieve 100% Conformance to ISO guidelines on all processes & ensure ISO surveillance audit with no major Non Conformance.

2. Ensure 100% conformance to the Audit calendar and Closure of all observations of external audits within TAT.

3. 100% adherence to training calendar and TNI closure.