AGM - Retention & Churn

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 purpose:

• This role will be responsible to work on customer resiliency for any complex and critical services for FL –Enterprise customers.
• Early engagement for any large and complex deal to ensure the solution is in line with SLA deliverables and contribute from Service Operations perspective.
• To drive Customer RNPS as per defined goals of the organisation.
• Drive automation to improve operational efficiency.
• Project Mangement : Drive special projects practice of initiating, planning, executing, controlling, and closing projects to achieve specific goals and meet specific success criteria within a defined timeline, budget, and scope.

Key accountabilities and decision ownership:

• Drive resiliency and work on solution which fits customer requirement during in-life support.
• Drive Chronic cases for customers and ensure retaining existing revenue.
• Support Circle Service team on building resiliency and service audit for critical customers and ensure service stability
• To drive RNPS and Customer SAT as per defined goals of the organisation.
• Ensure strong engagement with Technology and NOC Operations team.
• Ensure we meet all SLA parameters committed to Customer
• Early engagement with Segment team on any complex deal to ensure seamless in-life support.
• Take initiative in automation to improve operational efficiency.

Key performance indicators [max 3] :

• Ensure <2% of churn due to Service related issues.
• Continual Service improvement plan to ensure superior service experience to customers.
• Drive RNPS and CSAT across their set of customers
• New initiative on digital front to improve operational efficiency.

Must have technical / professional qualifications:

• Graduate in Engineering with minimum 10 experience on Service operation / solution background.
• ITIL Certification on Foundation, Service Operations and CSI
• Strong technology understanding across Fixed network and voice communication.

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