Job Purpose: To define simplified process and customer journeys for all new and existing customers. Finding opportunities for digitization of customer and front-end facing steps & activities. 1. Defining the operational process workflows for all activities pertaining to customer Life cycle in the customer service function 2. Define processes to maximize customer experience as key driver 3. Re-engineer processes leading to higher productivity through automation and cost benefits within CS 4. Define system specifications to align with the process and maximize automation. Key Accountabilities / Key Result Areas - Process standardization - MergedCo - Prioritizing key processes identified at corporate - Process demands coming from circles - Existing process improvement and automation - Revisiting existing/revised processes basis feedbacks from circles - Reworking on processes basis various audit findings - Basis TNPS outcomes - New process designing and roll-out - As and when any new product/service is launched - Information gathering from various stakeholders - Identification of IT related requirements and raising it to postpaid CS tech team - TTT (Train-The-Trainer) - Preparation of TTT module - Imparting 1st level training to the trainers/corporate process owners/circle SPOCs - Closure of any open points identified during TTT Core Competencies, Knowledge, Experience, Technical / Professional Qualifications - Inter Personal Skills - Telecom business process awareness - Telecom system flow knowledge - Analytical Skills - Process and change Management - Lean process management - Problem Solving skills - MS office - Visio and Process management tool Key Performance Indicators - Process Standardization and Re-engineering activities undertaken - Implementation effectiveness - Post-paid complaint trends - Post-paid TNPS - Process Audit indicator on process compliance

Mumbai

Vodafone Idea - Process Design & Creation Role - Customer Service 

Vodafone Idea - Process Design & Creation Role - Customer Service  ,Job Description for Vodafone Idea - Process Design & Creation Role - Customer Service  in Vodafone Idea in  Mumbai for (5-8) years of experience. Apply Now!

Job Description for Vodafone Idea - Process Design & Creation Role - Customer Service  in Vodafone Idea in  Mumbai for (5-8) years of experience. Apply Now!