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GM - Service Provisioning PF Lead

Job Req ID:  49053
Location: 

Ahmedabad, Gujarat, IN

Function:  Other
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.

  1. Job Purpose 

This role leads central operations team in managing post-paid activation and end-to-end service provisioning, supports front-end teams, drives digital enhancements, ensures regulatory compliance, improves operational efficiency, manage partner ecosystems and system integrity checks to safeguard business KPIs.

 

  1. Key Accountabilities / Key Result Areas 
  • Oversee entire postpaid activation journey by designing, managing, and implementing best-in-class experience while ensuring minimum turnaround time and leading in NPS
  • Ensure compliance with regulatory guidelines during activations and provisioning to safeguard organization against regulatory risks.
  • Performing system integrity checks to proactively identify fallouts and implement immediate corrective actions, including enhancements through change requests/demands.
  • Manage number inventory by ensuring effective utilization and revenue realization of premium numbers.
  • Designing & Implementing self-KYC journeys to provide a seamless customer experience

 

 

  1. Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)
  • Strong leadership capabilities and stakeholder management skills to lead teams and drive business KPIs.
  • Strong understanding of KYC norms, regulations, and associated alliances within retail ecosystem.
  • Analytical troubleshooting and design thinking skills to solve problems and drive business growth in evolving ecosystems.
  • In-depth knowledge of telecom systems and processes, with a strong understanding of digital capabilities and Gen A.I.

 

  1. Key Performance Indicators 
  • Meeting and achieving turnaround time targets during customer activation and provisioning
  • Delivering seamless customer experiences in market, along with clear service differentiators
  • Mitigating regulatory risks by ensuring compliance with guidelines
  • Continuously improving customer journeys and addressing SIC fallouts to meet and exceed delivery standards.
  • Effectively managing Number Management System to ensure availability and DOA adherence

 

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

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