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AGM - Prepaid Process and Delivery

Job Req ID:  46797
Location: 

Mumbai, 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 Title

FTA process implementation & CPOS mngt Lead

Position No

  

Function

Customer Service

Sub Function/ Vertical/ Department

Prepaid Process & Delivery

Band

M2

Reports to Role (Position No)

Customer onboarding, Compliance, Partner Mngt & Dedupe PF Head

Location

Corporate - Mumbai

Date of last update/approval

9th May 2020

 

Job Description

 

  1. Organisation Structure


 

 

 

Add/removes roles as required to capture the Organisation structure accurately

 

  1. Job Purpose (In one or two sentences)

Responsible for driving customer experience through error free KYC journey and digital process. Design & amend processes & systems to delivery Effortless Experience. Efficient system working with reduction in journey failures. 

 

  1. Key Accountabilities / Key Result Areas (Max 5)
 

  1. Ensuring quality, analytics, solutions/ fixes and relentless implementation to impact & influence Customer Experience.

  2. Focus and drive for customer experience index across all modes

  3. Work on all KYC journeys right from design, process and system delivery to ensure effort less experience

  4. System Efficiency : High System Availability & Fulfilments


 

  1. Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)
 

Core Competency : Leadership capabilities to manage teams and collaborate with stake holders for timely delivery of requirements  

Knowledge: understanding of CPOS and other IT and NW elements along with understanding of database requirements

Experience : Customer Lifecycle Mngt experience   

Qualification: Graduation/Post Graduation/MBA

 

  1. Key Performance Indicators (Max 5)
 

  1. Number of journey corrections or enhancements done each quarter including all new deployments.

  2. Repeat index: Improvement over base line with improvement of last 3M Avg as per target.

  3. Reduction in count of transaction failures and the downtimes from March levels. Systems: Downtime & Failure

  4. Improved NPS scores

 

  1. Annual Budget Owned / Key Quantitative Parameters like Workforce managed etc.

NA

 

  1. Risks, Challenges, Job Context (Short Description)
 

 

  1. Job purpose of Direct Reports & Dotted Reports

Direct Report / Dotted Report Position

Job Purpose

NA

NA
   

 

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

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