Job Description

Job Req ID: 44402
Location:
Mumbai, IN
Function: Other
About:
Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India's leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly 'Digital India' by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.





• Job Purpose (In one or two sentences)





To find opportunities for digitization of customer and front-end facing processes.


• Design digital journeys for customer channels


• Emphasize on enhancing customer experience on all digital channels


• Work towards two click/step digital journeys.


• Enhance digital TNPS





• Key Accountabilities / Key Result Areas (Max 5)





• Driving digitalization projects
+ Looking out for new digitalization opportunities in existing channels.
+ Driving the digital projects with cross functional team
+ Ensuring timely delivery of new journeys
• Identification of customer impacting areas that needs correction. Action planning and implementation
+ Info gathering from stake holders
+ TNPS findings
+ Customer VoC
• Opportunity area finding for digitization of existing processes/journeys
+ Basis customer VoC, top interactions at various touch-points.
• Identification of improvement opportunity areas in Digital Apps
+ Feedbacks from call centers
+ Back office
+ Customer feedbacks
• Finding new digital channels for customer self service
+ Study global technologies for identifying best fit for VIL
+ Preparing business case & use cases for existing digital channels that are not being utilized


• Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)





• Telecom business process awareness
• Telecom system flow knowledge
• Knowledge of telecom CLC processes
• Awareness of various new technologies being utilized across sector/globe
• Analytical Skills
• Process and change Management
• Problem Solving skills
• MS office
• Process management tool



• Key Performance Indicators (Max 5)





• Process digitization and re-engineering activities undertaken
• Implementation effectiveness
• Post-paid complaint trends
• Reduction in offline interactions at various touchpoints
• Enhancement in digital TNPS
• Process Audit indicator on process compliance


Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership