AGM - Prepaid Process & Delivery
Mumbai, 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.
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.
1) Job Purpose
To Retain Prepaid customers moving to competition through MNP. Ensure execution of MNP Retention process across all touch points and proactively identify process gaps to reduce prepaid churn. Continuously monitor and benchmark competition process, products and services.
2) Key Accountabilities / Key Result Areas
MNP Process benchmarking with competition
- Competition benchmarking on process/Retention tools
- Vi Prepaid MNP process adherence- Best practice replication
- National MNP flow design- process design
4) Changes in the entire life cycle on MNP process as time demands.
5) Early warning signal identification
6) Humanoid BOT- complete ownership- driving/monitoring/analysing and CBA positive
7) Ai Video – complete ownership- driving/monitoring/analysing and CBA positive
8) Complete communication responsibility
9) New ways of customer communication with effective retention
Regulatory challenges
1) Ensure process adherence & compliance
2) Keep track of competition non-compliances and highlight to nullify undue advantages
Circle Implementation and Monitoring
1) Close collaboration with circle teams for on-ground market inputs
2) Sharing best practices to circles and ensuring its execution
3) Core Competencies, Knowledge, Experience, Technical / Professional Qualifications
Core Competency : Analytics and Customer behaviour understanding
Knowledge: SAS, BI, Query writing,
Experience : Customer Retention / Marketing
Qualification: Graduation/Post Graduation/MBA
4) Key Performance Indicators
MNP prepaid churn%
Retention% out of UPC generated base
Revival from Service Validity
MNP – UPC cancellation %
5) Annual Budget Owned / Key Quantitative Parameters like Workforce managed
Market pulse assessment through circle teams.
6) Risks, Challenges, Job Context
Risks : Changes in competition practices, regulatory process changes, market dynamics
Challenges : market dynamics
Job context : UPC tracking and early warning identification for reducing UPC
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership