12/03 Aarti Sholet
HR at Vodafone Idea

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Vodafone Idea - Process Design & Creation Role - Customer Service (5-8 yrs)

Mumbai Job Code: 674377

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

Women-friendly workplace:

Maternity and Paternity Benefits

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