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• ISP
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2. Draw transformation delivery roadmap , present it to client and create customer buy-in
3. Delivering end to end transformation program e.g. O2C, T2R, Issue to Resolution
4. Responsible for customer communication and satisfaction during delivery of transformation projects
5. Design and implement optimized end-to-end work-streams (including processes, tools, responsibility definitions and measures) to improve business management and performance.
6. Provide inputs around processes and deployment of reference models i.e. eTOM, ITIL to Customers; Deploy process improvement processes (Q2C, new product introduction) across the organization
7. Ensure a unified process adoption around new product introduction and related risk assessment and minimize revenue leakages.
8. Capable of identifying key issues and priorities and focusing on these to deliver required results with minimal direction and supervision.
9. Lead Process Transformation & improvements projects – Bring in thought leadership, coach teams in executing the projects
10. Develop Statistical model around CSAT using MINITAB, JPM, SAS & analyze CSAT Feedback
11. Lead Due Diligence team of SMEs & process experts at Client location, Identify Client VOC & Pain Areas, Build Solution & Present to CXO level
12. Manage Annual Operating Plan
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itISPITILTestingSAS
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Quality Assurance(telecom Process Excellence)
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