16/03 Aarti Sholet
HR at Vodafone Idea

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Vodafone Idea - Senior Role - Customer Insights - Business Improvement Programs/Projects (5-8 yrs) Premium

Mumbai Job Code: 676128

Job Purpose:

Drive Project Management:

1. Manage Quality Assurance Vision for the Organisation.

2. Ensure robust Customer Experience through culture of CJM Operational Excellence.

3. Drive Improvement projects - defect reduction and VSM - NVA removal vide using LSS techniques

Drive and own Customer Experience :

1. Drive service excellence - data source (i) TNPS analytics & insighting, (ii) VOC, (iii) Complaint Management, (iv) or as per VOB / VOT

2. Ensure robust TNPS Analytics & Insighting through pervasive use of quality tools & techniques.

3. Partner in continuous improvement projects & programs within & between Teams.

4. Define and design areas of improvement and track action plans to closure

Key Accountabilities / Key Result Areas

Best of Basics (LSS project management) :

1. Project Identification - identify projects basis

a. TNPS

b. VOC (erosion of CX)

c. Any other Business need (ongoing)

Continuous Improvement :

1. Customer pain mitigation projects basis TNPS VOC - pick up improvement Initiatives

a. basis key TNPS (map-gap) findings

b. Process level gaps

c. System gaps (as identified from the TNPS Insights / NPS Teams)

d. Internal Feed from Execo/SLT/HOD/FH

e. E2PA as a practice around "Service Failures"

2. Special Projects - high impact special projects identified through Process Owners/or, as per Business requirement

Dashboards & Reports

1. Adherence to project timelines / project plan

2. Dashboard cum communication on Project closures

3. Plan and Design various kinds of programs e.g. Newsletter, reviews and awareness sessions

Governance & Reviews - WRM/MRM reviews

1. External :

a. Corp Teams

2. Internal :

a. WRM : weekly Team meetings and discussions on way forward

b. MRM : monthly performance review with HOD/FH (presentation decks)

Team Engagement - HSW compliance (100%)

Core Competencies, Knowledge, Experience, Technical / Professional Qualifications

1. Knowledge and Subject Matter Expertise around VIL processes, and systems

2. Ability to lead, influence, create and work within cross-functional team environments

3. Operational experience with all phases of telecom customer life cycle like call centre, back office, retention and >=5+ years in Quality

4. 5-8 of work experience.

5. Comfortable with matrix work environments and a demonstrated experience of managing service partnerships.

6. Technical skills: knowledge of Lean Six Sigma tools

7. Professional Qualifications :

a. Green Belt / Black Belt certified

Key Performance Indicators

1. 1 (ONE) major business based project / Qtr

2. Showcase >= 95 % effectiveness around closure of Project POA in CS/BH reviews

3. Meet TNPS KPIs

4. Count of Process, Systems & People Improvements

5. Count of Projects :

a. Mentor and drive improvement projects with Circle Teams to address key Customer pain areas.

b. Continuous Improvements Projects/Programs : Lead, as well as participate and support national CFT projects to simplify and improve customer experience.

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