AGM - NSA Service

Role

National Strategic Account Service Manager

Job Level/ Designation

M2/AGM

Function / Department

Enterprise/CS

Location

Bangalore

Job Purpose

To support & execute the service strategy thereby ensuring benchmark levels of service & collections across the customer life cycle for an identified set of strategic accounts for Mobility & IoT products, to deliver the best in class customer experience, to drive net promoter score and CSAT index, to drive cost optimization via digital aided channels, to proactively & reactively ring fence the customer base,  to drive customer engagement programs, C-Levels, lead service improvement / development plans, to enhance revenue by creating stickiness through various CVM campaigns, to drive collections (receivables) through focused proactive & reactive measures, to adopt a consultative approach & use analytics as a means to improve customer experience that can support the organisation’s vision & objectives.

Key Result Areas/Accountabilities

• Implement the service & collections strategy to deliver differentiated services for an identified set of National strategic accounts in order to enhance competitive position in the region
• Implement a plan to improve customer experience based on feedback from customer VOC, RNPS, C-SAT scores etc.
• Act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.

Operational

• Customer engagement via digital medium, field interactions, formal service reviews, other engagement programs that cater to the customer’s evolving service needs for Mobility & IoT products.
• Initiate service improvement plans to ensure open issues are addressed, service levels & customer commitments are met. Support service development plans in conjunction with the account team.
• Compliance to standard servicing norms, monitor customer commitments, intervene proactively and act as an escalation point to ensure minimum service level breaches
• Revenue enhancement through service led upsell/ cross-sell measures & campaigns
• Customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn.
• Drive the digital agenda with customers to reduce cost to serve
• To ensure that payments receivables are collected for an identified set of National strategic accounts within a defined period for an identified bucket therebyincreasing incremental revenue from the existing base.

Developmental

• Continuous training & certification on building capabilities, skills, competencies with specific focus on other LoBs (IoT, Cloud, FLX etc)

Key performance indicators [max 3]:

• VIBS RNPS, CSAT & Key national programs
• Operational KPI’s for customer engagement - service management, incident and escalation management.
• Digital drive & self-service adoption resulting in cost optimization & reduced cost to serve
• Customer Retention management,  Revenue enhancement, Collections (identified receivables bucket)

Core Competencies, Knowledge, Experience

• 7+ years of experience in face to face customer management, preferably in managing large base of Mobility & IoT products.
• Ability to manage “C” level engagement.
• Prior experience in B2B or Telecom B2B
• Proven track record in meeting service levels, Collections and NPS targets in different situations

Must have technical / professional qualifications

• Powerful influencing & negotiation skills.
• Effective communication & relationship management skills
• Proven ability to function within a matrix organization