General Manager - Global Process Excellence and Customer Experience
Join Us
At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.
What you’ll do
Role title: Global Process Excellence and Customer Experience Lead
Function: CF Service Tower
Band: F
Sub-function: HR Services, VOIS
Reports to: Head of HR Services
Location: India
Role purpose:
- The Global Process Excellence and Customer Experience Lead is tasked with spearheading process improvement initiatives and elevating customer experience within HR services operations. This role entails leading teams to identify, analyze, and implement process enhancements that align with the strategic goals of HR services. Additionally, the lead will oversee customer experience management to ensure HR services deliver exceptional service to its customers. This position requires strong business acumen and a profound understanding of HR services, systems, tools, and processes.
- The role involves partnering and collaborating with key market stakeholders and their extended teams to ensure the delivery of world-class services with high quality and repeatable outcomes at high volumes. The lead will work closely with cross-functional teams, product and process owners of HR processes, as well as any upstream process owners, to optimize processes and ensure a highly digital and experience-led approach. In many cases, the lead will play an active role in multi-year enterprise transformation programs.
- The leader will be responsible for driving and overseeing transformation initiatives and ensuring the highest quality standards across all projects. This role involves leading cross-functional teams, implementing process improvements, and fostering a culture of continuous improvement and innovation. The use of systems and processes designed to enhance the understanding and use of knowledge and information, promoting learning, and improving performance is crucial.
Key accountabilities and decision ownership:
Enhance Process Efficiency:
- Identify and implement process improvement initiatives to streamline operations and reduce costs.
- Lead the accurate and timely Design, Build, Execution, Quality Assurance, and Delivery of initiatives evolving and optimizing campaign design and build and ensure alignment to strategic objectives
Improve Customer Satisfaction:
- Develop strategies to enhance the overall customer experience.
- Monitor and analyse customer feedback to identify areas for improvement and implement solutions
Quality assurance
- Develop and implement quality audit strategies and plans
- Monitor and analyse audit performance data to identify areas for improvement
- Drive continuous improvement initiatives to enhance audit quality
- Report on audit performance metrics to senior management
Drive Business Results:
- Collaborate with cross-functional teams to ensure alignment with business objectives and goals
- Lead projects that deliver tangible business results, and improved service delivery.
- Build a culture of continuous improvement within the organization
- Provide effective leadership and management of continuous improvement disciplines for all applicable services supporting processes and procedures.
Stakeholder management:
- Engage with stakeholders to understand their needs and ensure alignment with transformation goals
- Understanding partners priorities and devising offerings
Who you are
Core competencies, knowledge and experience:
- Proven experience in leading transformation initiatives and quality assurance in matrix organisation.
- Strong background in process improvement and change management
- Strong ability to navigate through highly complexity and manage fast paced operations
- Operations / Lean Six Sigma expertise preferably black belt
- Piloting and scaling innovation in operational processes
- Broad HR function experience in multibillion enterprise
- Strong executive communication skills
- Resilient self-confidence and self-assurance.
Must have technical / professional qualifications:
- 10-15 years of experience in in transformation and quality assurance roles. Experience in the telecom industry is as added advantage
- Certified Scrum Master (CSM)
- Knowledge of Gen AI concepts and relevant tools
- A sound understanding of compliance with privacy policies, HR standards and effective controls frameworks
- Operations Management qualifications e.g. Black Belt
- Agile certifications preferred
Direct reports: 5+
Not a perfect fit?
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.
What's in it for you
Who we are
We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.
Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.
Together we can.