AGM - Service Operations

Job Req ID: 44955

Location:

Kolkata, 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.

Role	Back Office Resolution Lead
Job Level/ Designation	M2
Function / Department	Customer Service – Service Partner Operations
Job Purpose	Position will be responsible for managing eMail , SR’s and close looping with resolution through outsourced partner as a part of Service Partner operations. Responsibilities to own and deliver the defined KPIs and Enriched Customer Experience across Email resolution & Service request management ( Complaints & Requests )–through strategic planning, consistent execution, collaborative and robust engagement with partners, circles and peers. Drive customer delight through email resolution with resolution centric approach.
Key Result Areas/Accountabilities	Manage and deliver operational and Quality effectiveness for the process cluster through engagement and periodical reviews. Strive to provide resolution for customer escalations/ issues Co-ordinate with cluster/process teams and timely escalation & Resolution. Heath check through audits, identify process gaps and fix. Governance with internal teams, circles and partners to deliver key targeted customer experience outcomes delivered by the process Cost Planning – Plan, Budget and track cost for Email Ops and ensuring budgets are met through both rigorous operations planning & forecasting as well as regular cost review processes. People Management – Stakeholder Management on account of driving operational and qualitative KPI’s. Strong Partner & Circle Management and Corporate interface Ensure Sustenance and Improvement and explore opportunities for automation & Digitization
Core Competencies, Knowledge, Experience	Customer service delivery/ Complaint Management. People Management skills – communication, inter-personal skills, collaboration, coaching and motivation as well as the ability to mediate/influence/direct key outcomes in the interests of the customer and business. Strong Execution skills – Extracting deliverables on a day-to-day, month-on-month and quarter-on-quarter basis from the processes from the cluster managed through effective analytics Planning and organizing skills Deep and continuously refreshed understanding of customer experience processes – across the gamut of operations, systems, training and quality
Must have technical / professional qualifications	Graduate/Post Graduate/ MBA with a min 7-10 years of experience in various customer service roles with expertise in managing operations and management experience Exposure to reporting and analytics tools

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