Manager - Response & Resolution

Job Req ID: 45457

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	Response and Resolution Team member
Location	Mumbai
Band	M1
Job Purpose	Ensuring benchmark levels of service across and managing critical customer escalations and all SLAs
Key Result Areas/Accountabilities	Coordinate and Manage closure of all the customers issues referred to the circle from partner team, Response & Resolution PF Execute/coordinate circle specific issues at circle recommended by Proactive Resolution CoE Complaint management and reduction Manage circle specific Regulatory compliances pertaining to CC & BO Operations Manage Service Communications and drive for Digital penetration Ensure timely closure of the issues in coordination with other verticals & functions esp Network, mktg, IT escalated from Response & Resolution PF, CoE: CC Analytics Identify the large customer impact issues conduct RCA for circle specific issues – proactive resolution for centrally managed issues, Multi circle issues Support IVR local activities, customer communication from time to time Maintain necessary reports and compliance on all regulatory issues relevant to CC & BO · New Script & Communication drive to increase customer perception and increase Digital usage of Customers
Core Competencies, Knowledge, Experience	5+ years of experience in leading a customer service team with exposure to service delivery and assurance. Experience in managing customer facing roles for a reputed organization with a proven track record in meeting service levels
Key Performance Indicators	Churn & Revenue Management: Customer retention – Ring fence Sub base & Value churn, Revenue enhancement – Upsell / Cross-sell & Cost optimization – Reduce cost to serve Customer engagement - Field service management, Incident management, Escalation management & Management reporting Drive customer first agenda – RNPS, NPS & CSAT Digital drive and self-service adoption
Must have technical / professional qualifications	University Degree in Business preferably with technical qualifications, or equivalent qualification Powerful influencing/ negotiation skills, effective communication & relationship management skills and proven ability to function within a matrix organization Strong analytical skills & ability to balance conflicting business & customer interests. Experience in handling CS in a B2B environment Experience in handling Mobility & IoT Service Support

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