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.
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S&C Lead-ViBS
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Job Level/ Designation
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Function / Department
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VIBS
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Location
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Har
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Job Purpose
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Regional Service & Collection Lead handling RASM team
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Key Result Areas/ Accountabilities
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Strategic
- Implement the service strategy to deliver differentiated services to enterprise accounts in order to enhance competitive position in the region and accounts allocated
- Implement a plan to improve customer experience based on VOC, C-Sat scores etc.
- Act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.
Operational
- Field service management via formal service reviews, engagement programs/ FGDs, service desks/ camps etc to cater to the customer’s evolving service needs.
- Revenue enhancement via customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn. Upsell/ cross-sell to enhance account revenue.
- Incident Management, Escalation management, Management reporting - ECR handling within defined norms. 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.
- Drive automation & digital agenda with customers to reduce cost to serve.
Developmental
- Continual training and certification on building service capabilities, skills with specific focus on new LOBs (IoT, FL, etc)
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Core Competencies, Knowledge, Experience
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- Churn & Revenue Management – Ring fence sub-base & value churn with added focus on revenue upsell / cross- sell.
- Customer engagement - Field service performance as per national norms
- Drive customer first agenda - RNPS & CSAT
- Drive digital / self-service adoption
- Prior experience in B2B or Telecom B2B
Desired Competencies/ Skills
- Powerful influencing & negotiation skills, effective communication & relationship management skills and proven ability to function within a matrix organization
- Strong analytical skills & ability to balance conflicting business & customer interests.
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Must have technical / professional qualifications
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- University Degree / MBA along with technical qualificati
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Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership