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18/05 HR
HR at Vodafone Idea

Views:432 Applications:56 Rec. Actions:Recruiter Actions:0

Vodafone Idea - AGM - Service Excellence & New Products - IoT (10-15 yrs)

Mumbai Job Code: 1097507

Service Excellence & NPD - IOT

Job Level/ Designation

M2/AGM

Function / Department

Enterprise/CS

Location

Corporate - Mumbai

Job Purpose

- Continuous improvement of processes for IOT Products by proactively supporting cross functional teams, in identifying opportunities to improve and lead improvement initiatives.

- Continuously benchmark processes, baseline performance

- Identify requirements and needs of the frontend channels and devise ways of improving efficiency.-

- Planning and execution of customer centric projects.

- Own change management for processes

- Drive process transformation and continuous improvement initiatives while building a process excellence culture

Key Result Areas/Accountabilities:

Key accountabilities and decision ownership:

Strategic :

- Creating service strategy for new products, thereby ensuring a future fit model across customer life cycle.

- Defining Product Life Cycle IOT products

- To design, deploy & drive quality, customer experience and compliance for ViBS across end to end customer life cycle & for all functions/ touch points.

- Mapping customer expectations & deploying robust processes that ensure standardization & superior experience at touch points

- Drive initiatives and process enhancement for improvement of processes leading to superior scores in TNPS - measurements

Operational:

- Ops Hypercare for new products/ bespoke customer engagements

- Liaise with various stakeholders in Corporate & Circle for new product/process/capability rollouts Systems decision making at various stages for customer & touchpoints impacting tools

Core Competencies, Knowledge, Experience:

- Graduate with 10 + yrs

- Experience in Customer Service Operations / Exposure to systems & UAT / Process writing

Must have technical / professional qualifications

- Lean, Six Sigma qualifications and experience

- Analytical ability

- Process orientation and attention to detail

- Coordination and follow up

- Customer Obsession

For your candidature to be considered on this job, you need to apply necessarily on the company's redirected page of this job. Please make sure you apply on the redirected page as well.

Women-friendly workplace:

Maternity and Paternity Benefits

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