Vodafone Idea - AGM - Quality Projects Process Factory

Role - Quality Projects Process Factory

Job Level/ Designation M2/AGM

Function / Department - Customer Service - Corporate

Location - Ahmedabad

Job Purpose :

- This role has responsibility to work on quality projects across service functions to improve overall efficiency and customer experience.

- Key areas are defect reductions, Service improvements projects, and enhance customer Experience.

- Drive large scale projects on systems and processes.

Key Deliverables :

- Project Management and Execution

- Drive and own Customer Experience - Analytics, Insighting, Feedback

- Collaborate with cross-functional teams & partner teams for identification of projects, feasibility analysis, business case creation and program management

- Track continuous improvement action plans to closure

- Leadership engagement through regular updates and reviews

- Project delivery and cost benefit along with time adherence

- Continuous identification of opportunities to Automate & Digitize

Core Competencies, Knowledge, Experience :

- Knowledge and Subject Matter Expertise around VIL processes, and systems

- Ability to lead, influence, create and work within cross-functional team environments

- Comfortable with matrix work environments and a demonstrated experience of managing service partnerships.

- Technical skills: knowledge of Lean Six Sigma tools

Must have technical / professional qualifications :

- Post Graduate or MBA with a min 5-9 years of experience in customer service role

- Green Belt / Black Belt certified is preferable