AGM - Order Mgmt & FL Back Office

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.

Job Purpose

Responsible for order management of all Enterprise products to Optimize PO to WO briefcase time, maximize revenue realization through continuously improving order processing efficiencies,

Will be responsible for billing accuracy of Fixed Line customers and continually take proactive measures to deliver accurate first bill. Will also be responsible for suspension and termination process accuracy

Will be a Central corporate role with PAN India responsibilities across all Enterprise Non-mobility products and all segments. Role has responsibilities to launch and upskill pan India account and sales teams to leverage industry first initiatives

The role would also involve providing intelligence to corporate SPOCS. Segment leads, circle business heads  and all  VIL Stakeholders to take informed decisions and  improve internal processes

Manage multiple partner sites responsible for operations delivery and work towards improving operational efficiency,

Identify opportunities for process automation and reduced dependency on manual tasks and improvement on  accuracy of data entry

Key Result Areas/Accountabilities

• Operations Management
  • Ensure adherence to SLAs / KPIs as per company norms
  • Document validations are done as per  TRAI and DoT regulations
  • Would have to represent VIL Order entry , back office and billing operations in  both internal and External audits and certifications
  • Should be able to  take independent  decisions on any  touch points in the quote to cash journey in order to improve order lifecycle
  • Manage the Order entry and validation TAT 
  • Ensure partner operates in line with contractual polices and guidelines.
  • Ensure all billing queries are resolved within TAT and to 0% inaccurate bills are generated
  • Validation for all waivers with 0% invalid waivers
  • All back office desks operate within TAT
• Operational excellence
  • Ensuring that excellence is driven and new initiatives are introduced for process enhancement,
  • Land and realise revenue benefits of industry first digital order management process
  • Achieve and maintain industry first position in order processing efficiencies
  • Automation of existing manual reports and provide real-time visibility
  • Digitization and automation  manual order entry processes
• Process Governance
  • Implementation of standardized processes and reengineering for enhancing customer experience
  • Enhancing process automation tools to make the fit for purpose
  • Projects and initiatives to improve order entry TAT and simplified process
  • Optimise revenues via engaging stakeholders and governing termination and suspension processes
  • TAT adherence to all back office desk
  • 100% accudary of all transaction processed at back office with zero commerical errors 

Core Competencies, Knowledge, Experience

• Experience with Telecom industry both fixed line and preferably mobility 
• Technical Knowhow on order lifecycle from  Quote to cash
• Should have knowledge of fixed line operations i.e. Activations, number allocation, bill, reconciliation
• Partner/vendor Management
• Operational governance ,Managing and streamlining operations
• Attitude towards meeting customer first agenda

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