BPM Consultant (Customer Experience)

**FOR LOCAL EMPLOYMENT IN THE PHILIPPINES ONLY**

QUALIFICATION:

- Minimum of 7 to 10 years of experience in telecom process management, business process optimization, and Customer Experience Management

-Must have experience in Telco project

- Proven track record of leading process improvement initiatives within telecom operations, customer service, or outsourced BPM environments.

- In-depth knowledge of telecom regulations, including data privacy, service quality standards, and customer service mandates.

- Strong analytical and problem-solving abilities to assess and enhance telecom processes.

- Excellent written communication skills, with experience in developing telecom-specific process documentation and training materials.

- Proficiency in telecom process management tools and methodologies (e.g., Lean, Six Sigma, BPMN).

- Ability to work cross-functionally with telecom teams, regulatory bodies, and IT departments to align processes with business goals.

- Familiarity with telecom technologies, including CRM, OSS/BSS, and network management systems.

- Education: Bachelor’s degree in Telecommunications, Business Process Management, or a related field. Advanced degrees or certifications in Telecom BPM, CXM, or regulatory compliance are highly preferred.

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JOB DESCRIPTION:

Overview: The Telecom Customer Experience Management (CXM) Outsourced BPM project is seeking a seasoned Subject Matter Expert (SME) to lead a process maturity assessment and develop comprehensive process documentation. This role is vital for enhancing customer service operations, ensuring regulatory compliance, and optimizing revenue streams in the telecom industry. The SME will evaluate, document, and improve key telecom processes that serve as references for personnel, process audits, training, and systems redesign initiatives. The documentation will help streamline operations, improve customer satisfaction, and drive operational excellence across the telecom sector.

Process Maturity Assessment:

• Conduct an in-depth assessment of current customer service and operational processes within the telecom CXM framework.
• Identify inefficiencies, process gaps, and opportunities for optimization in line with telecom industry best practices.
• Prioritize process improvements based on factors such as regulatory compliance, revenue generation, and superior customer experience.

Process Documentation:

• Develop clear, concise, and accurate documentation for prioritized telecom business processes.
• Capture essential process elements, including workflows, roles and responsibilities, inputs/outputs, decision points, and regulatory guidelines specific to the telecom sector.

Collaboration with Stakeholders:

• Work closely with telecom regulatory teams, customer service, network operations, and other departments to gather inputs and validate process improvements.
• Engage with senior management to align process documentation with strategic business objectives, regulatory mandates, and customer experience goals.

Process Optimization:

• Provide actionable recommendations for streamlining telecom processes to reduce operational costs and improve service efficiency.
• Identify key areas where automation, AI, or advanced telecom technologies can enhance process performance.

Compliance & Audit Support:

• Ensure all processes are fully compliant with telecom industry regulations (e.g., network security, customer privacy laws, service quality standards).

Future Systems Evaluation:

• Assist in evaluating telecom systems (e.g., billing platforms, CRM, network management systems) in relation to the documented processes.