Vodafone Idea - AGM - Service Excellence & NPD Mobility

AGM - Service Excellence & NPD Mobility

Job Level/ Designation : M2

Function / Department : Service Capability, Customer Service / VIBS-

Location

Corporate - Mumbai

Job Purpose

- Continuous improvement of processes by proactively supporting cluster teams, CC and the EBO 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.

- Drive change - ensure that new process changes get established within the operations teams, monitor and report improvements in targeted metrics.

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

- Responsible for System Changes & Customer Service Projects & Marketing Products Pan India roll out.

- Responsible for all Mobility CS Regulatory process changes- Single Point of contact for CS related regulatory queries and clarification-

- Lead & design Process excellence & re-engineering at Pan India Level.

- Single Point of contact for all UAT's & Process related matters.

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 across Mobility VIBS product lines

- To design, deploy & drive quality, customer experience and compliance for VBS 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 with Telecom/ Service Industry

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

Must have technical / professional qualifications

- Analytical ability

- Process orientation and attention to detail

- Coordination and follow up

- Perseverance

- Negotiation Skills

- Customer Obsession

- Speed

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