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IOT, Fulfilment, Key Projects & Operations Manager

3 - 5 yrs
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Not Disclosed by Recruiter Openings: 1 Posted 11 days ago Job Applicants: 155 Job Views: 350

Job Description

 
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    To lead end to end service delivery life cycle for Mobility and IOT customers thereby ensuring benchmark levels for enterprise customers. To meet customer satisfaction level by meeting the committed delivery timelines with support from cross functional teams.
    Managing and delivering on the performance metrics for Acquisition, On Boarding and Service Support functions yielding higher CSAT and reduced Complaints and Calls/sub.
    Fulfilment & Key projects
    Ability to drive projects from scratch with a customer centric and a consultative attitude.
    Drive fresh acquisitions / migrations / MNP / Managed Mobility & Be-Spoke projects
    Governance and process adherence for effective project management
    Execute end to end operational processes & procedures for effective project delivery
    Ensure continual engagement with different stakeholders to meet timelines.
    Drive quality, audit initiatives and raise the benchmark continuously to improve customer experience.

    Service Performance & Ops Support for EBO
    Process Management/Cost to Serve-
    Waiver Reduction and waiver governance
    Contacts per sub
    IOIP CC Performance
    Circle touch point and customer digital adoption and usage
    Ensure all customer/ account activity is implemented in consultation/ with approval of corporate team
    End to end process mapping and administration of all New Corporate acquisitions
    Inter department synergy and interlocks to reduce process errors and repeat.

    Ensure continual engagement with different stakeholders to meet timelines.
    Drive quality, audit initiatives and raise the benchmark continuously to improve customer experience.
    Evolve SLA and KPI driven operations across circles to provide best in class delivery
    Project Management: Adherence to TATs for all steps defined in project plan, achieving targets as per business case & ensuring project CSAT survey is received & published.
    Relationship Management: Coordinate with customers and across functions to ensure project delivery as per the scope and timelines.
    Communication: Achieve and regularly highlight risk, form a mitigation plan against deliverables as per the defined project deliverable.
    Reporting: Regular MIS and reporting to keep all the stakeholders updated on project status

    EBO SPOC for Circle/Operation support
    Volume Reduction @ EBO
    Monthly Interlocks and reviews
    Responsible to Communicate/share all the circle updates with EBO
    Auth Sign and RM details to be updated in CRM
    Deal master to be updated periodically
    IOIP/COCP TNPS (LTR, FTF, ASAT)
    Ensure timely furnishing of approvals for transactions
    Ensure timely payments updation

    On Boarding /NPS & C-Sat
    Compliance to all On Boarding Process Norms resulting in reduction in Calls and complaints.
    Service Partner Management
    o Recruitment , training and Certification of agents, ensuring optimum manning
    o Scripting, Agent Verbiage and awareness of Deals
    o Compliance to Quality Audits
    Process Management
    o Ensuring that the Process TAT Norms are being adhered to and compliant to Statutory and Regulatory body guidelines
    Fulfilment & Key projects
    Ability to drive projects from scratch with a customer centric and a consultative attitude.
    Drive fresh acquisitions / migrations / MNP / Managed Mobility & Be-Spoke projects
    Governance and process adherence for effective project management
    Execute end to end operational processes & procedures for effective project delivery
    Ensure continual engagement with different stakeholders to meet timelines.
    Drive quality, audit initiatives and raise the benchmark continuously to improve customer experience.

    Service Performance & Ops Support for EBO
    Process Management/Cost to Serve-
    Waiver Reduction and waiver governance
    Contacts per sub
    IOIP CC Performance
    Circle touch point and customer digital adoption and usage
    Ensure all customer/ account activity is implemented in consultation/ with approval of corporate team
    End to end process mapping and administration of all New Corporate acquisitions
    Inter department synergy and interlocks to reduce process errors and repeat.
    Execute end to end operational processes & procedures for effective project delivery
    Ensure continual engagement with different stakeholders to meet timelines.
    Drive quality, audit initiatives and raise the benchmark continuously to improve customer experience.
    Evolve SLA and KPI driven operations across circles to provide best in class delivery
    Project Management: Adherence to TATs for all steps defined in project plan, achieving targets as per business case & ensuring project CSAT survey is received & published.
    Relationship Management: Coordinate with customers and across functions to ensure project delivery as per the scope and timelines.
    Communication: Achieve and regularly highlight risk, form a mitigation plan against deliverables as per the defined project deliverable.
    Reporting: Regular MIS and reporting to keep all the stakeholders updated on project status

    EBO SPOC for Circle/Operation support
    Volume Reduction @ EBO
    Monthly Interlocks and reviews
    Responsible to Communicate/share all the circle updates with EBO
    Auth Sign and RM details to be updated in CRM
    Deal master to be updated periodically
    IOIP/COCP TNPS (LTR, FTF, ASAT)
    Ensure timely furnishing of approvals for transactions
    Ensure timely payments updation

    On Boarding /NPS & C-Sat
    Compliance to all On Boarding Process Norms resulting in reduction in Calls and complaints.
    Service Partner Management
    o Recruitment , training and Certification of agents, ensuring optimum manning
    o Scripting, Agent Verbiage and awareness of Deals
    o Compliance to Quality Audits
    Process Management
    o Ensuring that the Process TAT Norms are being adhered to and compliant to Statutory and Regulatory body guidelines

    VBS NPS
    o o VGE NPS (in line with Regional NPS) = > Actuals achieved last FY (monthly)
    o o NC & SME NPS = NPS leadership with +2 Pts over nearest competitor (quarterly)
    o CXX projects delivered with the agreed KPIs
    o IOIP TNPS (LTR, FTF, ASAT)

    Process Improvement and Service Initiatives
    Agreed Service Initiatives on Cost reduction / Service Improvement / Efficiency Improvement / Self Service Usage
    Automation / Process Improvements / Audits
    Reporting & Analytics, Budgeting & Planning
    Implementation of Central Initiatives & New Products
    Training & Capability Programs for Converged Service offerings for Self to be Service Ready
    Streamlining of processes with key stake holders, like corporate assist, Activation team, C&C, Networks & other customer impacting teams within the system.
    Rolling out of the set defined processes post approval & sign off from respective stake holders & 100% Implementation.
    Post implementation, be involved in conducting required set audits for processes rolled out, to demonstrate implementation success & performance trending.

    Developmental
    Continual training and certification on building service capabilities, skills with specific focus on new LOBs

    Required Candidate profile

    Core Competencies, Knowledge, Experience 3+ years of experience in face to face customer management & similar CS Operations role with a proven track record
    Ability to manage C level engagement
    Project management expertise
    Ability to deliver in a dynamic, high- growth, high-uncertainty environment.
    Prior experience in B2B or Telecom B2B
    Desired Competencies/ Skills
    Strong analytical skills
    Strong Team player and Good stakeholder-management skills
    Strong influencing & negotiation skills
    Decision making skills and ability to balance conflicting interests
    Effective communication and inter-personal skills
    Proactive in approach with positive attitude
    Vendor/ Partner Management
    Must have technical / professional qualifications
    Educational Qualifications
    Graduate / MBA from reputed institute
    Project Management certification (added advantage)

Salary: Not Disclosed by Recruiter

Industry: Telcom, ISP

Functional Area: ITES , BPO , KPO , LPO , Customer Service , Operations

Role Category:Operations

Role:Operations Manager

Employment Type: Full Time, Permanent

Keyskills

Education-

UG: Any Graduate - Any Specialization

PG:MBA/PGDM - Any Specialization, Any Postgraduate - Any Specialization

Doctorate:Doctorate Not Required

Company Profile:

Vodafone Idea Limited

Vodafone - The Leading GSM Operator in India.
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