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Manager - Regional Account Service

Job Req ID:  4208

Chennai, IN

Function:  VIBS

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.

<span style="font-family:"Vodafone Rg",sans-serif">Role

<span style="font-family:"Vodafone Rg",sans-serif">Manager - Regional Account Service

<span style="font-family:"Vodafone Rg",sans-serif">Job Level/ Designation

<span style="font-family:"Vodafone Rg",sans-serif">M1

<span style="font-family:"Vodafone Rg",sans-serif">Function / Department

<span style="font-family:"Vodafone Rg",sans-serif">Enterprise

<span style="font-family:"Vodafone Rg",sans-serif">Location

<span style="font-family:"Vodafone Rg",sans-serif">Chennai

<span style="font-family:"Vodafone Rg",sans-serif">Job Purpose

<span style="font-family:"Vodafone Rg",sans-serif">Account Service Manager is expected to manage the relationship of Large & Key  enterprise customers allocated to him/her, anticipate customers’ needs proactively and interact with various cross-functional teams to provide them with exemplary service experience.


<span style="font-family:"Vodafone Rg",sans-serif">Responsible for ensuring longevity of relationship with the customer (increase Age on Network and reduce Churn), timely resolution to customers issues and escalations and ensuring permanent fix and proactive churn tracking and retention.


<span style="font-family:"Vodafone Rg",sans-serif">The service manager is to also work towards getting the wallet share of customers’ IT and Telecom spend through Upgrades, upselling Enterprise Solution Products, Managed Services, etc.

<span style="font-family:"Vodafone Rg",sans-serif">Key Result Areas/Accountabilities

  1. <span style="font-family:"Vodafone Rg",sans-serif">Hand Holding of accounts from sales
  2. <span style="font-family:"Vodafone Rg",sans-serif">Relationship Building and Account servicing
  3. <span style="font-family:"Vodafone Rg",sans-serif">Visit to corporate accounts as per PJP
  4. <span style="font-family:"Vodafone Rg",sans-serif">End-to-End Handling of service requests & Collection from enterprise clients for company paid connections
  5. <span style="font-family:"Vodafone Rg",sans-serif">Improve customer experience and deliver on RNPS performance
  6. <span style="font-family:"Vodafone Rg",sans-serif">Customer Retention & Churn control
  7. <span style="font-family:"Vodafone Rg",sans-serif">Penetrate digitalization in customer interactions
  8. <span style="font-family:"Vodafone Rg",sans-serif">Revenue generation through Upselling and cross selling of VIBS products
  9. <span style="font-family:"Vodafone Rg",sans-serif">Conduct Service improvement activites on field to engage customers
  10. <span style="font-family:"Vodafone Rg",sans-serif">Engagement activities
  11. <span style="font-family:"Vodafone Rg",sans-serif">Base and Revenue management
  12. <span style="font-family:"Vodafone Rg",sans-serif">New initiatives for generating additional business and improving KPIs
  13. <span style="font-family:"Vodafone Rg",sans-serif">Exploring & Promoting Enterprise Business Solution (Corporate Business Solutions) at accounts

<span style="font-family:"Vodafone Rg",sans-serif">Core Competencies, Knowledge, Experience

<span style="font-family:"Vodafone Rg",sans-serif">Experience:

<span style="font-family:"Vodafone Rg",sans-serif"> 

<span style="font-family:"Vodafone Rg",sans-serif">Should have at least 1-2 years of Relationship experience in Telecom/ISP/Banking sector with Corporate/Enterprise Segment customers and good understanding of Telecom technologies.

<span style="font-family:"Vodafone Rg",sans-serif"> 

  • <span style="font-family:"Vodafone Rg",sans-serif">Desired Behaviours & Alignment:

<span style="font-family:"Vodafone Rg",sans-serif">•Good Communication Skills

<span style="font-family:"Vodafone Rg",sans-serif">•Good Business writing skills

<span style="font-family:"Vodafone Rg",sans-serif">•Good Relationship skills for managing customer experience

<span style="font-family:"Vodafone Rg",sans-serif">•Committed to on time response and resolution

<span style="font-family:"Vodafone Rg",sans-serif">•Ability to identify service satisfaction & revenue enhancement opportunities

<span style="font-family:"Vodafone Rg",sans-serif">•Strong Data analytic insights - expected to work with numbers and data to monitor churn metrics, campaign effectiveness and value return metrics

<span style="font-family:"Vodafone Rg",sans-serif">•Strong leadership and change management skills

<span style="font-family:"Vodafone Rg",sans-serif">•Strong understanding of the latest technologies in customer experience

<span style="font-family:"Vodafone Rg",sans-serif">•Strong people skills - ability to build and maintain effective working relationships with team members /peers/seniors along with willingness to set and maintain high standards of performance

<span style="font-family:"Vodafone Rg",sans-serif">•Proficiency in MS Office Tools - MS Excel (preferable)

<span style="font-family:"Vodafone Rg",sans-serif">•Knowledgeable about industry trends and benchmarks

<span style="font-family:"Vodafone Rg",sans-serif">Must have technical / professional qualifications

<span style="font-family:"Vodafone Rg",sans-serif">Any graduate at least 1-2 years of Relationship experience in Telecom/ISP/Banking sector with Corporate/Enterprise Segment customers and good understanding of Telecom technologies. Proficiency in MS Office Tools - MS Excel (preferable)

<span style="font-family:"Vodafone Rg",sans-serif"> 

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