AGM - Post Paid Processes & Systems

Role CLCM Projects : New Tech Projects Job Level/ Designation M2 / AGM Function / Department Customer Service / Postpaid Process & Delivery/Process & Project Management Location Mumbai Job Purpose Identify opportunities in the existing ecosystem and drive process improvement with the help of automation and system enhancements Key Result Areas/Accountabilities Co-ordinate with various circles and business stakeholders for identifying improvement areas.

Automation & Standardization : Review qualified improvement areas along with various stakeholders to find out the scope of Automation and process standardization to enhance customer experience (e.g. TNPS, Call reduction, Churn reduction, Complaint reduction ) Cost Optimization: Identify opportunities in CLCM domain to optimize servicing cost per customer.

Roll out & Support : Provide business support for smooth operations post launch and ensure circle understanding of all processes. Demand Support – Provide clear understanding of the business requirement, approve solution document. Get business team updated on any variation from OCRM solution due to implicit nature of the new system.

Study Cross industry best practices to identify critical business processes to drive customer-centric Projects that should give an edge in customer servicing. New process designing and roll-outs Prescribe process corrections to process owners wherever required Core Competencies, Knowledge, Experience Core competencies

• Project management, Change management, Demand management, BRS-FRS drafting & comprehension Servicing System knowledge, Process understanding & Telecom business insights. Experience in analytical tools Technical / Professional
• PMP / MBA preferred Must have technical / professional qualifications Must have technical / professional qualifications: Engineering Graduate /Post Graduate Experience / knowledge handling Postpaid Processes & Business Projects Project management experience Preferred Experience in working under Six Sigma, process frameworks.