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AGM - Virtual Service Management Lead

Job Req ID:  26363

New Delhi, IN

Function:  VIBS

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.


Regional Lead - Virtual Service Management

Job Level/ Designation


Function / Department




Job Purpose

To support & execute the service & collections strategy thereby ensuring benchmark levels are met across the customer life cycle for an identified set of enterprise accounts across all segments & collections across account categories, to drive net promoter score and CSAT index across segments,, to drive cost optimization via digital aided channels, to proactively & reactively ring fence the customer base, to enhance revenue by creating stickiness through various CVM campaigns, to drive collections (receivables) through focused proactive & reactive measures, to ensure that virtual service management teams across regions are well organised, trained and motivated to adopt analytics as a means to improve customer experience that can support the organisation’s vision & objectives.

Key Result Areas/Accountabilities

  • Define & execute strategic initiatives for the regional virtual service desk on account coverage, customer responses, requests & complaints handling, audits & compliance to standard servicing norms.
  • Define & agree on SLAs for partner agency
  • Design and implement a plan to improve customer experience based on retention, Customer VoC, SLA compliance, RNPS etc.
  • Guide & motivate the team to act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.

Core Competencies, Knowledge, Experience

  • Experience in leading a customer service team and partner management.
  • Experience in managing service operations
  • Proven track record in meeting service levels and NPS targets in different situations.
  • Ability to manage in a dynamic, high growth, high uncertainty environment
  • Powerful influencing/ negotiation skills.

Must have technical / professional qualifications


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