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.
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Role
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AGM – UCC and Order management
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Job Level/ Designation
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AGM
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Function / Department
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CS- Service Operations
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Location
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Pune
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Job Purpose
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Role Overview
- This will be a corporate role primarily responsible to establish and maintain a strong relationship with Partner vendor team and coordinate smooth operations run. Ensure vendor team align with organization’s goals, service quality standards and compliance requirements
- Role involves managing tier1 outsourced business partners operating from multiple Locations across the India
- This Position will be the Primary contact for UCC and OMT Operations
- Under UCC desk the Candidate will be responsible for overseeing and managing all aspects of unsolicited commercial communications, regulation and Compliance within the Telecom guidelines.
- The Role involves developing and implementing policies to curb. Spam , Ensuring regulatory Compliance , handling consumer complaints related to UCC and coordinating with relevant stakeholders including regulatory bodies , Telecom operators and enterprise customers
- Under Order management desk Candidate will be responsible for overseeing end to end Order processing and further handover to service provisioning team. This role ensures seamless coordination between sales, network operations, and customer service teams to deliver orders booked with the desk. Candidate will also be responsible to work on process optimization, automation and customer experience enhancement to order processing timelines and accuracy.
- Oversee the complete order lifecycle, from order initiation to billing.
- Ensure order processing within timeline maintaining the turnaround time and optimal quality
- Identify gaps in the order management process and implement process improvements to enhance productivity with Partner team
- Collaborate with partner vendor and internal teams to resolve order related escalation
- Develop strategies to enhance customer experience and satisfaction through efficient order management
- Ensure compliance with Telecom regulation and guidelines related to UCC as mandated by TRAI.
- Oversee the investigation and resolution of enterprise customer complaints regarding SPAM calls, MS fraud and other unsolicited communication
- Accountable to track UCC complaints performance against reported customers FLV
- Collaborate with internal teams to drive compliance and process improvements
- Regulatory Compliance /Consumer protection/Telecom Operations
- Under Fix line ( MPLS, ILL, IPLC, NPLC) , Voice Product such as PRI and SIPT
- Understanding of Audit and Compliance related to UCC and other Fix line product
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Key Result Areas/Accountabilities
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- Ensure adherence to SLAs / KPIs as per company norms
- Document validations are done as per TRAI and DoT regulations
- Would have to represent OMT /UCC in both internal and External audits and certifications
- Should be able to take independent decisions on implementing or rejecting any process under team
- Ensure partner operates in line with contractual polices, guidelines and predefined KPI’s
- Ensuring that excellence is driven and new initiatives are introduced for process enhancement,
- Achieve and maintain industry first position in Best Order booking Journey with reduced TAT
- Automation of existing manual reports and provide real-time visibility
- Digitization and automation of process under OMT to reduce manual dependencies.
- Data Analysis and mining to bring out of box ideas and improvement on Order management Tasks
- Productivity Mapping against login hours to ensure maximum output from every resource to achieve customer experience and justify right man power required for process
- Process Governance
- Enhancing process automation tools to make the fit for purpose
- Projects and initiatives to improve overall Order booking TAT
- Mapping productivity against agent and team to bring best outcome to serve customer
- TAT adherence of reports shared with cross functional team
- Data hygiene and reporting
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Core Competencies, Knowledge, Experience
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- Experience with Telecom/System integration company
- Technical Knowhow on Fix line data and voice products and troubleshooting and UCC
- Partner/vendor Management
- Managing and streamlining operations
- Attitude towards meeting customer first agenda
Self-starter- must be proactive, initiate and drive work streams, able to operate independently and take the initiative
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Must have technical / professional qualifications
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- Knowledge of Fixed line Data and Voice products
- Partner Management
- Graduate /Post Graduate/Good academic background
- Minimum experience of 10 years, with at least 5 years in operations
- Past experience with Telecom
- Good Communication Skills
- MS-Office, basic knowledge of fixed line products
- This job role requires 5 days working from office and occasional travel to other location for cross functional meets
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Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership