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.
Job Description – AGM – Bulk Lead-CS National Partner Operations- Enterprise Business
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Role title: Bulk Lead-CS National Partner Operations- Enterprise Business
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Function: Enterprise Business
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Band: M-2
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Department: CS- Enterprise Business
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Reports to: GM-Enterprise Mobility Support
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Location: Chandigarh- Corporate
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- Role purpose:
- Will be a Central corporate role with PAN India responsibilities across Enterprise Mobility/IOT/CTS
- Accountable for Enterprise Back office Operations handling bulk processing of service requests, complaints and enquiry which are typically high volume& high value transactions
- Role involves managing a outsourced business partner located in Chandigarh
- Will be responsible for timely governance of partner KPI’s and capacity to ensure better experience to end customers and operations are in line with allocated budgets
- Ensuring Customer Emails are responded/resolved within the stipulated SLA with Zero errors in provisioning of requests
- Will be responsible for Improvements, volumes reductions and increase in First time right resolution
- Daily Governance, Weekly review and Audits to be done with partner to check process & SLA adherence
- To ensure defined controls are being implemented and adhered by the partner team to ensure First time Right provisioning and avoid Customer/Billing impact
- Identify and resolve issues resulting in repeat emails
- Process reengineering through automation, digitization and cost optimization.
- The role would also involve providing guidance and collaborate with corporate SPOCS. Cluster teams, Service Management Team, IT team and all relevant Stakeholders to take informed decisions, roll out new initiatives and improve internal processes
- Manage escalations and share Root Cause Analysis
- Work with Corp & cluster CFT’s to agree & drive actions to improve Cxx
- Be the escalation level for cluster service management teams for close looping customer requirements
- Will be responsible for 2 Customer meetings in a month for Customer VOCs and key takeaways for process corrections
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Key accountabilities and decision ownership
Service Performance and Operations Support for EBO
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Operation Management: Implement and drive Governance and Control to deliver contact Centre KPI targets for the team and LOB. Monitor the Service performance, formulate comprehensive strategy plan to ensure successful delivery on time and within budget. Ability to Handle Incident, Problem and Change management
Interfaces with Customers/Stakeholders: Manage customer /stakeholder relationships, their expectations (and define acceptance criteria), and to understand requirements of business and customer
Partner Management: Periodic performance reviews with Partners against defined deliverables and engage with partners to drive improvements.
Ensure Opex is within allocated budget
Team Management: Effectively manage team through robust performance management and keep the Partner team highly motivated to help deliver to the performance targets through strong/consistent employee engagement activities. Mentor, coach and educate all employees on operational policies and procedures.
Process improvement project: Redesigning of existing Process and realigning all the Partners to follow the same Guidelines. New Product Onboarding and Service Strategies. Setting up Process and creating SOW
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Core competencies, knowledge and experience
- Telecom industry experience with inclusive awareness of telecom products –Mobility/IOT Needs to clearly understand stakeholder management, people management, and operations management
- Experience of Contact centre management of KPIs such as SL, TNPS, Repeat etc
- Strong System (SCRM, AMDOCs) and process knowledge
- Proficiency in MS Excel & Powerpoint
- Partner/vendor Management
- Managing and streamlining operations
- Attitude towards meeting customer first agenda
- Problem Solver
- Proactive and Independent
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Must have technical / professional qualifications:
- Qualifications: Graduation in any field
- Professional Certifications like Six Sigma / CCNA / Agile may add advantage.
- Overall Experience: 7-10 years
- Experience of handling Large Scale Contact Centre Set up
- People Management
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Budget owned:
- Pay outs to vendors/ partners for On-going Service Support
- Any additional Spend for adhoc/seasonal business requirements
- Capex for any automation or additional developments
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Key performance indicators:
- Contact Centre KPIs of Service Levels,
- Maintain FTR
- TNPS Improvement.
- Zero errors month on month
- Outsourced partners to work as per SOW and within budget
- Implementation of automation and digitization
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Direct reports: 0
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Dotted reports: 0
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Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership