About the role

JD – Lead PMO

Key Deliverables

Process Excellence

Build & Ensure effective implementation of Delivery Process Journeys & SoP for Network function and Competence & related areas including program management (Gig).

Continuously drive process corrections, build digitization in coordination with product

Recommend process improvement in line with Airtel strategy and close coordination with field teams and digitization teams to enhance customer experience

Measure, studies and evaluate existing processes, collect data to identify improvement opportunities, develop metrices with KPIs to measure Critical Success Factors

Facilitate process improvement meetings and workshops, brainstorming sessions and various process improvement events.

Digitization

Look 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 adoption

Productivity enhancement

Monitor and enhance service productivity measures

Consultation around training implementation in line with driving productivity in the teams

Crafting productivity enhanced solutions / trainings/Journey corrections

Capability building

Improvement in quality of workmanship

Execute training plan to build team capabilities to deliver One airtel Service agenda

Execution 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 holders

Working with influence to ensure that Learning outcomes drive business Objectives

Coordination with circle and central role holders for effective Learning solutions

Develop 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 customers

Process 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 proposition

Ability to scale capabilities

Highly combined and team-oriented

Problem-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 Organizations

Experience in process design and implementation

Must have: 4 Years plus work experience

Location – Gurgaon

MBA from Tier I colleges