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GM - Cluster Service Head

Job Req ID:  47064
Location: 

Ahmedabad, IN

Function:  VIBS
About: 

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

 

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

 

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

 

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

 

VIL is an equal opportunity employer committed to diversifying its workforce.

Role

Cluster Service Head

Job Level/ Designation

M3/ GM

Function / Department

Enterprise/Customer Service

Location

Ahmedabad

Job Purpose

The Enterprise Cluster Service Head is a strategic leadership role responsible for driving best-in-class service delivery, retention, credit and collections, fulfillment, and regulatory compliance for B2B customers across the cluster. The role acts as a key interface between our enterprise customers and internal teams, ensuring high customer satisfaction, operational excellence, and business continuity.

This role covers a diverse product portfolio including Mobility, IoT, and FLX (Collections only), and serves critical customer segments including Strategic Accounts (SA), SME, and Government verticals.

 

Key Result Areas/Accountabilities

1. Customer Service Leadership:

  • Own the end-to-end customer service experience for enterprise clients across the geography.
  • Implement and monitor SLAs, customer feedback loops, and service KPIs.
  • Lead the Service Manager Capability Program in the cluster to enhance front-line service competencies.

2. Retention & Experience Management:

  • Drive customer retention strategies, improve NPS, and reduce churn across segments.
  • Build strong CX frameworks and collaborate with sales to address at-risk customers.

3. Credit & Collections (Mobility,IoT FLX):

  • Lead credit control and collections processes for enterprise mobility, IoT and FLX portfolios.
  • Collaborate with finance to ensure timely recoveries and credit risk mitigation.

4. Fulfillment & Order Management:

  • Ensure seamless onboarding and provisioning of services for enterprise customers.
  • Drive TAT improvements across mobility and IoT service delivery.

5. Regulatory & Compliance:

  • Ensure adherence to Mobility, M2M/IoT regulatory guidelines (e.g., DKYC, physical custodian rules).
  • Coordinate with legal and compliance teams for audits and governance.

6. Customer Network Requirements:

  • Act as the SPOC for all network-related escalations and service requirements from enterprise customers.
  • Collaborate with Network and Engineering teams for faster resolution and proactive planning.

7. Stakeholder & People Management:

  • Lead a high-performing team of service & collections officers, and fulfillment executives.
  • Partner closely with Sales, Finance, Credit, Legal, Product, and Network teams.

Core Competencies, Knowledge, Experience
  • Customer Centricity & Relationship Management
  • Strategic Thinking & Problem Solving
  • Process Excellence & Operational Rigor
  • Leadership & Cross-functional Collaboration
  • Regulatory Awareness (esp. in IoT/M2M domain)
  • Strong Communication & Executive Presence

Must have technical / professional qualifications
  • 12+ years of experience in Enterprise Customer Service/Operations in Telecom, IT, or BFSI sectors
  • Proven track record in managing large enterprise customers, retention programs, and credit/collections
  • Experience with IoT/Mobility services is highly desirable
  • MBA or equivalent post graduation qualification preferred

 

Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership

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