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.