AGM - Reg Ser Mgt & Coll Lead Inhouse Ops
Mumbai, Maharashtra, 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.
|
Role |
AGM - Reg Ser Mgt & Coll Lead Inhouse Ops |
|
Function / Department |
Enterprise |
|
Location |
Mumbai |
|
Job Purpose |
Define and execute strategic initiatives on service & collections including account coverage, level 2 customer responses, requests & complaints handling, compliance to standard servicing norms across segments to enhance competitive position in the region v Implement a plan to improve customer experience based on feedback based on customer VOC, RNPS, C-SAT scores etc. |
|
Key Result Areas/Accountabilities |
v Guide & motivate the team to act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands. v Define & agree on SLAs for partner agency. vOperational Compliance to standard servicing norms, monitor customer commitments, intervene proactively and act as an escalation point for virtual service manager, thereby ensuring minimum service level breaches v Proactive root cause analysis, review trending of statistical data and performance reports to identify recurrent issues & fixes v Revenue enhancement through service led upsell/ cross-sell measures & campaigns v Customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn. v Motivate and direct the team to drive automation & digital agenda with customers to reduce cost to serve v Ensure that payments receivables are collected within the defined period for an identified bucket through various process enhancement thereby increasing incremental revenue from the existing base. v Build a strong feedback mechanism through continuous engagement with partner, internal stakeholders and customers – to review account performance, conduct audits on RNPS, quality aspects & processes v Manage the financial aspects by ensuring all contracted services are billed accurately and as per the contracted frequency, and that any issues preventing payment of invoices are resolved in a timely manner. v Creating an environment of high engagement during change management, challenge & motivate the partner for higher accomplishments v Continuous training & certification on building capabilities, skills, competencies with specific focus on other LoBs (IoT, Cloud, FLX etc) v Effective communication & relationship management skills v Proven ability to function within a matrix organization. v Strong analytical skills & ability to balance conflicting business & customer interests. v Experience in handling CS, CVM & Collections in a B2B environment Educational Qualifications v MBA / Graduate along with technical qualifications, or equivalent qualification v ITIL Certification on Foundation, Service Operations (added advantage) Budget owned: Financial Dimensions (TBD) v Pay outs to vendors/ partners for on-going service s upport v Manage budgets for operations Non-Financial Dimensions Key performance indicators [max 3]: 1) VIBS RNPS, CSAT& Key national programs 2) Operational KPI’s for customer engagement – service management, incident and escalation management. 3) Digital drive & self-service adoption resulting in cost optimization & reduced cost to serve 4) Customer Retention management, Revenue enhancement, Collections (identified receivables bucket) 5) Partner compliance & management
|
|
Must have technical / professional qualifications |
|
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership