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AGM - Business Transformation Lead (Service)

Vodafone Idea
Mumbai, MaharashtraPosted 2 weeks ago
Full-timeonsitesenior

Job Description

  • Own ServiceIQ portfolio (triage, agent assist, summarization, knowledge retrieval, automation) and deliver measurable operational impact.
  • Run discovery with CS/service teams; map as-is journeys; design to-be workflows embedded in ticketing/CRM.
  • Drive end-to-end delivery with internal IT/vendors: integration, UAT, rollout, hypercare and BAU handover.
  • Define service KPIs (AHT, FCR, SLA adherence, ticket aging, repeat calls, escalations, cost-to-serve) and track impact.
  • Ensure governance, auditability and privacy for customer/service interactions; define approval boundaries and escalation flows.

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    About Vodafone Idea
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    AGM - Business Transformation Lead (Service) at Vodafone Idea | Renata