GM - Service Excellence Lead
Mohali, IN
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.
Role Title |
Service Excellence Head |
Function |
Customer Service Head |
Sub Function/ Vertical/ Department |
Service Excellence |
Band |
M3 |
Location |
Mohali, Punjab |
Job Description
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Drive operationalization and execution of TNPS across Circles for both brands along with execution of Customer Insight processes.
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Training Partner management
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Ever changing business dynamics need a balanced approach towards meeting objectives and adhering to norms. To establish uniform customer experience & compliance.
Risks Challenges
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Direct Report / Dotted Report Position |
Job Purpose |
Process Audits & Customer Experience Executive |
Ensure adherence to processes and execute audits for identification, correction for standardization of customer experience. Mitigate risk through timely audits and checks. Implement Transaction Quality framework for enhancement of Customer experience. Execute VOC and Customer insighting process. Drive Customer Experience in the circle. |
Regulatory Compliance |
To drive, implement and ensure compliance of all DoT/TRAI directives & sustaining compliance to all the critical processes within customer service. Mitigating the high level risk by transforming the processes digitally & thus minimizing the revenue and cost impact arising out of deviations |
Training |
Execute training process and implement corp driven programs for entire circle stake holders |
Project, UAT |
Carry out circle level UATs as per UAT PF guidelines. Ensure correct circle level configurations and checks |
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership