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

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