Manager -CS Documentation & Activation

Job Req ID: 51005

Location:

Lucknow, Uttar Pradesh, 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	Activation and Number Management
Job Level/ Designation	M1 –Manager
Function / Department	Customer Service
Location	UPE Circle Office
Job Purpose	1) Improve Customer KYC experience for Prepaid & Postpaid 2) Competition Benchmarkeing for KYC journey 3) Drive operational efficiency in all KYC and provisioning processes and timely support for front end team. 4) Number management process mangement - Complete number pool availibility, allocation 5)Rreconciliation, audits, Payment validation for premium number ensuring no revenue impacts, 6) a) Drive digital penetration for increased stickiness and retention. b) Effortless experience for KYC based processes such as activations & SIMex process, PDR, TOO, RV ect for both prepaid and postpaid a) Improve TNPS and NPS for Prepaid journeys by collaborating within CS cluster teams and participate in cluster programs. b) Tracking adoption of newly rolled out functionalities / demand deployments in various systems along with Process roll-out and adherence Identify high-value "premium" phone numbers within our inventory and transfer them to the marketing team to initiate a bidding process, ultimately driving incremental company revenue.
Key Result Areas/Accountabilities	1) Improve Customer KYC experience for Prepaid & Postpaid 2) Competition Benchmarkeing for KYC journey 3) Drive operational efficiency in all KYC and provisioning processes and timely support for front end team. 4) Number management process mangement - Complete number pool availibility, allocation 5) Reconciliation, audits, Payment validation for premium number ensuring no revenue impacts, 6) Drive digital penetration for increased stickiness and retention. b) Effortless experience for KYC based processes such as activations & SIMex process, PDR, TOO, RV ect for both prepaid and postpaid a) Improve TNPS and NPS for Prepaid journeys by collaborating within CS cluster teams and participate in cluster programs. b) Tracking adoption of newly rolled out functionalities / demand deployments in various systems along with Process roll-out and adherence Identify high-value "premium" phone numbers within our inventory and transfer them to the marketing team to initiate a bidding process, ultimately driving incremental company revenue.
Core Competencies, Knowledge, Experience	Sound communication & liaison skills Analytical Thinking & Sound system / CRM tools Knowledge Experience: Prepaid retention process & Lifecycle management, Call Centre Management Superior Data base handling & management Skills to manage large Teams / Corporate Vendors / and varied work environments Experience of handling Term & Regulatory compliances
Must have technical / professional qualifications	Graduate with preference to MBA. 5 – 7 Years of Experience in relevant with last 2 years in relevant field. Expertise in MS Access and SQL. Expertise in SQL query writing Expertise in MS access Expertise in Data lake table and BI working on query creation and extraction

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