Job Description

Job Req ID: 47975
Location:
Ernakulam, 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

Onboarding Lead

Job Level/ Designation

M2

Function / Department

Customer Service

Location

Ernakulam

Job Purpose

To ensure Improve cash flow & Drive Compliance in Credit Process,



Optimise Cost, Mitigate Risk & Seamless On boarding & Managing Quality of Acquisition, credit monitoring, payment posting, billing operations and refunds

Key Result Areas/Accountabilities

Cash flow, baddebt and compliance



Cost & Budgeting



Seamless credit operations -Onboarding



100% compliance to verification complaince

chat verification above 40%

Monitoring welcome call / verification allocation

-Reconciliation of activation vs allocation

-Reconciliation of SR raised

Rebuttal handling

Call listening

Liasoning with retail

Handling of queries

Suspension and reconnection request

Timely Closure of negative cases

Nil usage query handling

checking reconnection requests received

Reconfirmation with customers

timely and accurate closure of verification/ reverification SRs

Timely Closing cases in SCRM

enusring better t4 and t6 active %

100% verification through red app

ensuring CMM action on sourcing channel

Core Competencies, Knowledge, Experience

Analytical Skills

Collection handling experience

Collaboration

Decision making

Quick in Responsiveness

Team management skills

Vendor/partner management skills

Must have technical / professional qualifications

Post Graduate or MBA with a min 5-7+ years in telecom having experience in customer service role

Green Belt / Black Belt certified is preferable

Vodafone Idea Limited

(formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership