Tata Communications - Business Excellence - Process Consulting

Job responsibilities

- Conduct meetings with CXO level management & senior leaders in Customer's organization to capture Business pain points & key organization imperatives

- Lead Discovery engagements across Client's operations to identify process improvement areas for increasing Operational Efficiency, Cost Optimization and Customer Experience

- Drive process workshops along with team members to capture As-Is processes and measurement metrics

- Understand operational processes and Customer requirements along with Voice of End-Customer

- Map processes using ARIS, Visio or any other process modelling tool

- Perform Gap-Analysis based on eTOM, ITIL & standard industry frameworks across Service Delivery, Service Assurance & Billing

- Quantify impact of process pain points through data analysis

- Recommend solutions for process improvement at Business level and operations level

- Define KPI measurement & monitoring framework for E2E Telecom Business Processes

- Lead Improvement program in managed services operations by deploying different improvement methodologies like Lean, Six Sigma

- Understanding different data structures/data bases; Drive data measurement & analysis to deliver SLA/KPI performance reports

- Create case studies of key deliverables

- Respond to RFPs / RFIs & help build proactive proposal

Work Experience

- 7-9 years of experience in Telecom Process design & process consulting

- Ability to interface with senior leadership team and global consulting experience

- Experience in Delivering Process blueprint / architecture for Greenfield Operators or matured telecom operators

- Hands on experience in building KPI dashboards & SLA Performance report enabling jeopardy management

- Experience in driving improvement initiatives & delivering business benefits

- Hands on experience in using eTOM, ITIL & Industry frameworks

- Excellent Understanding of Service Delivery, Service Assurance & billing processes of telecom operator - Enterprise, Wholesale or Retail

- Good Understanding of Telecom Wireless & Wireline Product portfolio - Mobile Prepaid, Postpaid, MPLS, ILL, IPVPN, UCC etc.

- Experience in driving data analysis using excel, Minitab or Microsoft Access

Education Qualification

- B.E. / B. Tech in Electronics & Telecommunications, Industrial Engineering

- MBA in Operations / Finance (Optional)

- Six sigma green belt

- ITIL / eTOM certification

Data Analytics Certification if any