Vodafone Idea - Manager - Service Excellence

Manager - Service Excellence

Description:

Job Level/ Designation : M1

Function / Department : Customer Service

Location : Pune

Job Purpose :

This role is responsible for leading the System Support and UAT processes for a cluster of circles to:

- To Manage UAT of products, processes, system changes for both Prepaid and Postpaid across a cluster of circles and ensure correct product, system and application rollout thereby reducing customer complaints

- To drive system and process changes across a cluster of circles along with managing different scales of system enhancements, new technology and product launches within aggressive timelines.

- Timeline adherence and error free implementation are critical to retaining competitive edge in market.

Key Result:

Areas/Accountabilities:

- Manage UAT of products, processes, system changes for both Prepaid and Postpaid across cluster of circles

Continuous Capability Development :

- Continuous capability development of team to understand multiple network & IN elements, new technology platforms for UAT processes

- Support end-user training module along with IT and Circle SE SPOC, also conduct Train the Trainer programme for the circle SPOC as an when required.

- Speed to market is a critical capability

Cross-functional engagement :

- Co-ordinate with various stake holders like IT, Marketing, RA and other functional stakeholders to understand the requirements, delivery schedule and completion of test cases within timelines.

- Interact with users of multiple functions for requirement capture, project coordination, status update as well as issue resolution

- Interact with different IT teams (separate for prepaid and post paid applications & surround systems) to understand issues and road blocks in the project/CR implement

Partner Management :

- Manage UAT partner for resource availability and timely completion of test cases

Governance :

- People management and allocation of resources to perform UAT 24x7 and support cluster of circles to carry out UAT process

Core Competencies :

Knowledge, Experience:

Core competencies :

- Team Management, Project management, Vendor management, Demand management, BRS-FRS drafting & comprehension

Knowledge :

- CRM platform, Billing system, Process understanding & Telecom business insights. Understanding of key NW, IT and IN elements

- Experience - Telecom operations of at-least 10

- Must have technical / professional qualifications

- Desired: MBA

Job Type - Salaried Employee

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.