Customer Experience Lead – Process Design, Audit & Compliance
Job TypeFull Time
Job FieldCustomer Care
What will you do?
Executing compliance audits in partnership with external audit partners (e.g. E&Y) to identify and correct gaps related to processes, operational designs and people efficiency in all facets of customer experience.
Mitigate revenue stream leakage and other fraud risks through Periodic review of key financial controls and identify areas specifically vulnerable to fraud, identifying root causes breeding fraud risk incidents and engage management on action planning and implementation
Setting up and monitoring of internal controls in support of cost and fraud management
Conduct periodic reviews to identify financial and business risks and assess compliance with governmental governing regulations.
Identifying, developing and Improving the business processes and policies through;
Creating and documenting the contact processes for each contact type and media
Developing relevant policies and procedures (as required)
Implementation of continuous process improvement model
Aligning to company and department service objectives
Ensuring all the processes are designed simple and seamless for Customers, while being competitive.
Driving automation of processes where possible to increase efficiency
Establishing process performance objectives and creating KPIs to measure operational and compliance success
MODE OF APPLICATION
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Bharti Airtel Limited is an Indian global telecommunications services company based in New Delhi, India. It operates in 18 countries across South Asia, Africa, and the Channel Islands.