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Manager-Regional Account Service

Job Req ID:  26365
Location: 

Kolkata, 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.

Key accountabilities and decision ownership [max 5]:

Strategic  Implement the service & collections strategy to deliver differentiated services for an identified set of strategic accounts in order to enhance competitive position in the region  Implement a plan to improve customer experience based on feedback based on 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 programsthat cater to the customer’s evolving service needs.  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 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)

 

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)

 

Core competencies, knowledge and experience [max 5]:  3 to 5+ years of experience in face to face customer management.  Ability to manage “C” level engagement.  Prior experience in B2B or Telecom B2B

 

Mu st have technical / professional qu alifications: Desired Competencies/ Skills  Powerful influencing & negotiation skills.  Effective communication & relationship management skills  Proven ability to function within a matrix organization

 

Strong analytical skills & ability to balance conflicting business & customer interests.  Experience in handling CS in a B2B environment

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