Key Deliverables
Process ExcellenceBuild & Ensure effective implementation of Delivery Process Journeys & SoP for FSO, NPO, Safety, Competence & related areas including program management (Gig).Continuously drive process corrections, build digitization in coordination with productRecommend process improvement in line with Airtel strategy and close coordination with field teams and digitization teams to enhance customer experienceMeasure, studies and evaluate existing processes, collect data to identify improvement opportunities, develop metrices with KPIs to measure Critical Success FactorsFacilitate process improvement meetings and workshops, brainstorming sessions and various process improvement events.DigitizationLook for opportunities for digitization in the processes.Work closely with Product and Engineering teams and look at opportunities to enhance engineer work ways by digital tool delivery and adoptionProductivity enhancementMonitor and enhance service productivity measuresConsultation around training implementation in line with driving productivity in the teamsCrafting productivity enhanced solutions / trainings/Journey correctionsCapability buildingImprovement in quality of workmanshipExecute training plan to build team capabilities to deliver One airtel Service agendaExecution of Product/Process/System/Soft skill training for Airtel In-house/off role teams, Strategic and Non-strategic partners as per the norms to ensure effective learning to all the role holdersWorking with influence to ensure that Learning outcomes drive business ObjectivesCoordination with circle and central role holders for effective Learning solutionsDevelop and design documents including training manuals, process outlines, flowcharts, checklists, templates, and implementation procedures.Demonstrate (Key competencies)Customer Obsession - Is perceptive and dedicated towards needs & expectations of customers, and is consistently willing to go above and beyond for the customer. Clearly advocates and finds ways & means to continuously up the experience of customersProcess Orientation- Defines, implements and ensures adherence to Processes, comprehend the organisation and where/how different processes link to the bigger picture. Has an eye to spot the flaws. A mindset that embraces values and tools to create sustainable improvement. Achieve long-term sustainable growth, working towards increasing productivity by removing waste and inefficiencies, Looks at innovative & new ways of delivering business & running processes. Ability to put structural solutions in place.Influencing- Is an influencer, manages the stakeholders by creating a lasting relationship based on a consistent delivery of a win-win propositionAbility to scale capabilitiesHighly combined and team-orientedProblem-solving skills with the ability to identify, quantify and utilize information to make recommendations that promote business choices.Experience in Process excellence domain /Digital Tool development for large scale Service OrganizationsExperience in process design and implementationMust have: 12 Years plus work experienceLocation – GurgaonOnly diversity candidates preferably from Tier I colleges#BAL
