Process Excellence - Customer Value Lead

About VOIS

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Over 29,000 highly skilled individuals are dedicated to being Vodafone Group's partner of choice for talent, technology, and transformation. We deliver the best services across IT, Business Intelligence Services, Customer Operations, Business Operations, HR, Finance, Supply Chain, HR Operations, and many more.

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About VOIS India

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What you'll do

1. The CVM is accountable for spearheading comprehensive process transformation initiatives leveraging the SAP Signavio suite or equivalent transformation solutions. This includes driving programs aimed at identifying inefficiencies, optimizing business processes, and aligning operational workflows with customer experience objectives.
2. The CVM leads cross-functional squads to accelerate simplification, digitalization, and automation opportunities across end-to-end process transformations. These initiatives span multiple local markets, group functions, and VOIS.
3. Leading the design and documentation of business processes using Signavio Process Manager, ensuring clarity, completeness, and alignment with business requirements
4. Establishing and enforcing modeling guidelines and standards to maintain consistency and quality across the organization.
5. The CVM collaborates closely with stakeholders to identify high-value use cases, perform data transformations, and conduct in-depth analyses. This role is instrumental in deriving actionable, data-driven process insights and exploring advanced capabilities such as Process Automation, Task Mining, and Machine Learning.
6. The CVM ensures that transformation outcomes are measurable, sustainable, and aligned with strategic goals by overseeing value realization, performance tracking, and change enablement activities.
7. Acting as a strategic advisor throughout the Signavio-led transformation journey, the CVM consults with stakeholders on strategic direction, formulates actionable recommendations, and advises on the design and implementation of optimal organizational structures.
8. The CVM is responsible for designing and refining transformation methodologies, shaping and scoping initiatives, aligning them with business strategy, eliciting requirements and benefits, and ensuring traceability of value throughout the Agile project lifecycle.The role demands a strong affinity for Big Data and Process Mining, coupled with analytical thinking to uncover insights and drive innovation.

Who you are

Role Accountabilities

• Drive end-to-end transformation programs aligned with strategic priorities for measurable business outcomes.
• Manage identification, execution, and tracking of value delivery across transformation projects and validate business requirements and assess risks to ensure strong delivery.
• Collaborate with IT and business teams to maximize SAP Signavio capabilities.
• Build relationships with senior stakeholders, acting as a trusted advisor in transformation.
• Identify CI initiatives for cost efficiency and service excellence and maintain a robust transformation forecast for backlog planning and prioritization.
• Utilize process mining tools for actionable insights and value realization.
• Design reusable approaches for RPA, ML, and AI transformation capabilities and partner with Scrum Masters and Product Owners for effective business change execution.
• Align transformation initiatives with digital strategy.
• Foster a positive, inclusive work environment promoting collaboration and continuous development.
• Develop comprehensive delivery plans for timely execution of transformation initiatives.
• Partner with SMEs and IT teams for alignment and present findings to senior leadership.
• Lead governance activities, including business case preparations and financial performance management and Oversee transformation demand intake and prioritize based on strategic alignment.
• Lead leveraging the SAP Signavio suite for process optimization and data-driven decisions and collaborate with leadership to execute business strategies for growth and operational excellence.
• Gather and consolidate data for senior leadership reporting, ensuring accuracy.
• Evaluate proposals and act as a liaison for effective problem resolution.

Essential

• Minimum of 10 - 15 years of experience in a managerial role, with a proven track record in customer value management.
• Proficiency in SAP Signavio or any equivalent solutions and SAP ERP systems is required.
• Strong leadership, strategic thinking, financial acumen, and excellent communication skills.
• Results-oriented, customer-focused, and able to thrive in a fast-paced environment.
• Experience of leading and managing business transformation/consulting projects using lean, six sigma, AGILE, PMP methodology
• Strong data analytics experience
• Present complex technical issues in a simple and understandable way
• Bring an affinity for Big Data, Process Mining & analytical thinking
• Excellent business acumen and understanding of the role of the capability in contributing to business value
• Familiar with quality and business excellence tools and approaches such as Six Sigma, TQM, Lean, 5S, TOC etc.
• Excellent coaching, mentoring skills to on-board new people in advisory
• A strong customer-centric focus, with an entrepreneurial mind-set, ability to function with a high degree of autonomy
• Excellent detailed written and verbal communication skills
• Systemic problem solver adept at implementing solutions to solve root cause of problems
• Ability to work independently and to establish priorities

VOIS Equal Opportunity Employer Commitment

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By joining us, you are part of our commitment. We look forward to welcoming you into our family which represents a variety of cultures, backgrounds, perspectives, and skills!

Apply now, and we'll be in touch!