Manager-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.
| Role | Manager - Prepaid Process & Delivery |
| Job Level/ Designation | M1 |
| Function / Department | Customer Service |
| Location | Mumbai, Corporate |
| Job Purpose / Brief | Responsible for DKYC/ EKYC Prepaid Activation |
| Ensure proper customer on-boarding experience along with Activation tat and quality in place. End to end close loop of Operation issues. | |
| Job Description/Accountabilities | Responsible for a seamless customer on-boarding in Prepaid through DKYC/ EKYC. |
| Ensure proper Customer on-boarding experience and meet minimum standards on Activations TAT. | |
| Manage operation for timely and error free Activation Journey & ensure seamless customer on-boarding – Prepaid acquisitions & compliance as per audit findings. | |
| Timely response to specific issues for resolution in co-ordination with IT. | |
| Build development in App journey to enhance trade experience & seamless experience for customers. | |
| Publishing the internal prepaid reports on a regular interval (as per process). | |
| Timely closure of observation shared by RA team. | |
| Periodic Market Visits to get feedback from Market & improve the process | |
| Improve TNPS and NPS for Prepaid journeys by: Ensure Support to Filed SnD and Retail teams on IT and NW related issues. | |
| Core Competencies, Knowledge, Experience | Knowledge of Prepaid processes and surround systems |
| Worked on Excel/ Access and BI/ SAS is preferable | |
| Must have technical / professional qualifications | Graduate/Post Graduate/ MBA |
| Years of Experience | 3 years plus experience in various customer service roles |
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership