Process Manager - CSD - New Product Division - Telecom

Process Manager (CSD) |New Products Division - Telecom Operator

Location : Delhi

- We are looking for people who can design process around new products. Process such as - Client On-boarding Process, Service Delivery process and Service assurance process.

- Looking for candidates from Telecom Domain.

Job Purpose :

- NPS Service Process Manger equipped with the knowledge of Client's systems for Enterprise Business from lead generation to service assurance, is expected to develop the process that facilitate sale and customer service orchestration for all new Enterprise products.

- The process refinement orchestration shall be to define a basic guiding principles for program & product mangers in writing their service wrap requirement Documents

- NPS Service process manager is expected to guide program & product managers in CFT's on the available system and process form live products and what would be a best fit for their products.

- The process manager shall coordinate with various cross teams in Customer Service Function to help them understand their scope of work and also ensure timely and quality delivery.

Deliverables :

- Keeping abreast of latest developments changes of the internal processes.

- Assist in planning and detailing the enterprise new product service roadmap.

- Work with cross functional teams (CFTs) to drive consensus and balance needs of service delivery of enterprise incubation products.

- Having a clear understanding of the relationship between the operational requirements of a business, Business strategy and customer satisfaction suggest the best fit process.

- Recognising opportunities for process improvement and committing to process improvement and process management

- Clear understanding of the long sales cycle in general and also the acquisition process being followed in the Company for acquiring LE, SME and Govt Accounts.

- Providing a functional process documents to the product development team so as to articulate their service wrap requirement note clearly and correctly.

- Knowledge of vendor management so as to design processes of sub functions that support service delivery to the enterprises, thus enhancing quality of the output.

- Delivering and participating in POC's and FOA (First Office Application) with an Incubation Market Support in tandem with the other stake holders.

Experience :

- Prior experience in Service delivery for large customer accounts with specific projects undertaken is a must.

- Experience of the Service Delivery, Management & Assurance process and systems supporting them

- Basic Technical knowledge of call flows/data communication, Application, Platform etc. to understand, design solves service integration related requirements.

- Experience of working in Project Management driven projects and working with cross-functional teams as a team member. Know how of Company's processes.

- Expertise in writing processes, product/service delivery specifications ( on Boarding, Billing, Collection Dunning), call center management ( Call flows, AHT, Resolution flow ) process product notes/presentations, etc.

Skills/Qualifications :

- Graduate with back ground in IT / Customer Services Team with a degree in IT will be preferred but not essential.

- At least 5 years of experience specifically in service management in the IT / Telecom sector.

- Excellent follow-up skills, quality-focus and attention to detail

- Extremely thorough, detail-oriented and organized with ability to manage multiple parallel Tasks.

- Must have strong problem solving and analytical skills

- Must demonstrate a willingness, interest, flexibility and aptitude to learn new technologies and skills.

- Must have capabilities to organize, participate and conduct CFT's over s sustained period of time.

- Must have good presentation and oratory skills so as to cascade/ train the processes effectively to the relevant stakeholders