Job Description

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 Service Management Lead
Job Level/Designation M2 (AGM)
Function/Dept VIBS Customer Service
Location Cluster - West & Central (Location - Mumbai)
Job Purpose To drive cluster service teams on customer experience by ensuring higher RNPS, accelerating digital adoption, and enabling impactful customer connects that reduce both involuntary and voluntary churn, while lowering the percentage of unpaid accounts. The role will act as the voice of the customer, advocating for service excellence and customer-centric actions across functions
Key Result Areas/Accountabilities 1. Customer Experience Enhancement
a) Drive RNPS to exceed 95 by ensuring timely and effective resolution of service issues
b) Improve customer connect quality with a target of
90% through structured and value-based customer interactions
c) Act as the voice of the customer to influence cross-functional improvements.
d) Ensure all service management and customer experience-related activities are executed effectively by driving the service team at the cluster
2. Digital Adoption & Process Efficiency
a) Ensure
90% digital adoption
b) Drive & Promote usage of digital VIBA and tools across customer accounts
c) Identify and eliminate process gaps impacting digital journey or experience.
3. Retention & Collections
a) Drive voluntary and involuntary churn through proactive engagement and account-level interventions
b) Drive reduction of unpaid accounts by follow-ups, escalations, and preventive actions.
C) Lead 4-6 month projects to reduce churn by through cross-functional collaboration and cluster initiatives.
Core competencies, Knowledge & experience a) 7+ years of experience in customer service preferably handling Mobility & IoT accounts
b) Drive RNPS, improve service quality, and manage voluntary/involuntary churn at the cluster
c) Strong exposure to digital tools, customer journey improvements, and process optimization
d) Capability to lead cross-functional teams and manage stakeholder engagement at a cluster level
e) Experience in B2B/Enterprise, with a focus on service assurance and collections
Must have technical / professional qualifications a) Strong influencing & negotiation skills to drive outcomes with internal/external teams
b) Effective communication & relationship management across functions and customer levels
c) Ability to operate within a matrix organization and deliver measurable impact
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership