Role Profile

ROLE TITLE: Intelligent Operations \xe2\x80\x93 Process Improvement Principal (Digital Services)
BAND: F2/General Manager
REPORTS TO: Practice Lead \xe2\x80\x93 Business Process Improvement
FUNCTION: Intelligent Operations \xe2\x80\x93 Process Improvement (Digital)
LOCATION: Pune ROLE PURPOSE The Intelligent Operations Lead (Senior Process Expert)is responsible for leading. identifying and driving squads towards the Simplification, Digitalisation and Automation opportunities of the end-to-end processes\xe2\x80\x99 transformation within projects across different local markets/group/VOIS
The Intelligent Operations Lead will work with the Product Owner and Business SMEs involved in the end-to-end processes to drive the desired outcome.
The role requires the Intelligent Operations Lead to effectively manage the engagement, front end with the customer/partner, adopt a structured methodology, document and manage business neds, including shaping and scoping leads, aligning to business strategy and business goals, eliciting business requirements and benefits, and ensuring traceability of requirements throughout the project lifecycle (Agile backlog).
Deploying digital strategy in partnership with other teams to maximize business efficiency and customer experience
As a Senior Consultant , Advise on roadmaps and working / Operating models for Various Business Processes

Role Accountabilities

Performance \xe2\x80\x93 Programme based

• Facilitate senior business stakeholder relationships.
• Management of Virtual Digital Services team, Including, but not limited to\xe2\x80\xa6.IT, Digital Operations, Marketing, Product, and Customer Care.
• Lead benefit case analysis, Forecasts \xe2\x80\x93 Alignments with LPM
• Develop working Models and Concepts
• Map customer impact of each project under the transformation programme and ensure we provide customers with a roadmap of impacting activity.
• Review / Challenge process deep-dives and business requirements.
• Validate transformation dependencies and risks.
• Identify and document transformation dependencies.
• Create and sustain collaborative working relationships with other stakeholders.
• Accountable for identifying and driving Continuous Improvement initiatives that result in quantitative and qualitative improvements to costs, quality, speed and service of VSSI operations.
• Responsible for enabling digital strategy delivery
• Maintains an active list of process improvement ideas, establishing an implementation schedule based on practicality, benefits & priority.
• Maintains awareness of comparable process performance in the industry and strives to achieve best in class

Culture Building

• Facilitate senior business stakeholder relationships and build on the VOIS brand within other markets
• Ensure communication and collaboration is achieved,
• Ensure transformation governance
• Resolve conflicts between projects, functions and business units

Planning and Governance

• Develops and maintains the plan to execute CI initiatives.
• Raises risks where elements of the procedures are dependent upon other work streams or programmes.
• Maintains regularly scheduled meetings with the COE\xe2\x80\x99s, Business Partners and stakeholders to review impact of change requests
• Manages work and delivery to agreed plans with multiple stakeholders and resources across the programme

Leadership and initiative

• Proactively liaise with stakeholders/SPOC for data collation for SLT reporting & dash boarding
• Takes initiative in exploring the opportunities for CI through sources such as Operation meetings, Issue and escalations log, feedback from customer survey, people & partner survey, benchmarking data etc.
• Encourages and comes up initiatives to motivate the teams to both suggest and implement ideas for Continuous Improvement
  

Role Specification (Technical / Professional Expertise)

Essential

• Strong expertise in BPMS deployments
• Capable of focusing on complex challenges, logically working through their root causes and offering several creative options that may achieve a successful solution.
• Inclusive leader who fosters a culture of diversity, belonging and inclusion.
• Experience of managing projects for customer operations business using lean, six sigma, AGILE, PMP methodology
• Develop and deliver a plan based on priorities, available resources etc.
• Oversee multiple project teams, ensuring program goals are reached across local, group and shared services teams
• Develop assessment protocols for evaluation and improvement
• Systemic problem solver adept at implementing solutions to solve root cause of problems
• Ability to work independently and to establish priorities
• Strong ability to raise and/or resolve issues
• Six Sigma Black Belt Trained/Certified
• Sets expectations, tracks and communicates results
• Exceptional communication skills including Coordination, personal presentation, oral and written communication skills. Requires market knowledge, development, and go-to-market strategies.

Desired

• Experience in deploying AGILE, PMP projects
• Experience of leading Continuous Improvement projects, Digital Maturity Models for telecom industry
• Experience with survey management, forms, processes & analysis
• Financial literacy of approaches such as activity-based costing, labour variance, dashboards etc.
• Familiar with quality and business excellence tools and approaches such as Six Sigma, TQM, Lean, 5S, TOC etc
  

Not a perfect fit?

Worried that you don\xe2\x80\x99t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you\xe2\x80\x99re excited about this role but your experience doesn\xe2\x80\x99t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.