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AGM - NSA Service

Job Req ID:  44127
Location: 

Chennai, 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.

Role profile

Role title: National Strategic Account Service Manager

Function: Customer Service

Band: M2

Department:  Enterprise

Reports to: National Strategic Accounts - Service Management Head - Inhouse Operations, Mobility & IoT, VIBS

Location: Cluster / Circle

Role 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 with 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 accountabilities and decision ownership [max 5]:

Strategic

  1. 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
  2. Implement a plan to improve customer experience based on feedback from customer VOC, RNPS, C-SAT scores etc.
  3. Act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.

 

Operational

  1. 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.
  2. 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.
  3. Compliance to standard servicing norms, monitor customer commitments, intervene proactively and act as an escalation point to ensure minimum service level breaches
  4. Revenue enhancement through service led upsell/ cross-sell measures & campaigns
  5. Customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn.
  6. Drive the digital agenda with customers to reduce cost to serve
  7. To ensure that payments receivables are collected for an identified set of National strategic accounts within a defined period for an identified bucket thereby increasing 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)

Core competencies, knowledge and experience [max 5]:

  1. 7+ years of experience in face to face customer management, preferably in managing large base of Mobility & IoT products.
  2. Ability to manage “C” level engagement.
  3. Prior experience in B2B or Telecom B2B
  4. Proven track record in meeting service levels, Collections and NPS targets in different situations

Must have technical / professional qualifications:

Desired Competencies/ Skills

  1. Powerful influencing & negotiation skills.
  2. Effective communication & relationship management skills
  3. Proven ability to function within a matrix organization
  4. Strong analytical skills & ability to balance conflicting business & customer interests.
  5. Experience in handling CS and Collections in a B2B environment

 

 

Educational Qualifications

  1. University Degree / MBA along with technical qualifications or equivalent
  2. ITIL Certification on Foundation, Service Operations.

Budget owned:

  1. N.A.

Key performance indicators [max 3]:

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

Direct reports: circle structure:

  1. N.A.

 

Dotted reports:

  1. N.A.

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

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