Senior Role - Field Service Delivery - Customer Experience Domain - D2H

STRATEGIC INTENT:

To have a central hub for Process Design & Automation 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 co. experience across all customer facing processes. This would include managing all aspects of process design and improvement, keeping in line with the co. organizational goals, policies, guidelines and service-values, the design and improvements made should lead to continuous enhancement in service experience, cost optimization, arresting fraud and revenue leakages.

Major purpose of the job :

- Responsible to conceive, develop and roll out tech centric and automation projects in customer experience domain e.g appointment booking, fulfilment etc on end to end basis.

- Ensure Project Management, Process Design, Process Review and Maintenance processes are in line with the Service Philosophy of co. and leads to enhancement in service experience and cost optimization

- Interact with a wide variety of groups (Circles, ISPs, BO, IT, Training and Other Business units) at detail level for solutions that can help address business requirements/challenges such as increase productivity, optimize costs, revenue enhancement and improve satisfaction.

- 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

- Document BRD, raise CRs in projects requiring changes to be made on the CRM and consequently drive the discussions with the IT teams for implementation.

- Proactively Identify and take up improvement activities impacting Field Services 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

- 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.

- 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

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

- Closely monitor the project pre and post implementation to ascertain the outcome the project brings to the table