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Role
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CLCM Projects : New Tech Projects
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Job Level/ Designation
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M2 / AGM
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Function / Department
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Customer Service / Postpaid Process & Delivery/Process & Project Management
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Location
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Mumbai
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Job Purpose
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Identify opportunities in the existing ecosystem and drive process improvement with the help of automation and system enhancements
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Key Result Areas/Accountabilities
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- 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
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Core Competencies, Knowledge, Experience
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- 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
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Must have technical / professional qualifications
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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.
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