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.

Role purpose:

Technical Service Manager at Circle is primarily responsible for customer service experience throughout customer lifecycle that translates in to growth, expansion and up-sell within customers and reflects in RNPS scores.

\xe2\x80\x9cService experience\xe2\x80\x9d to be a key differential factor in the current market scenario, Vodafone Business Services being a late entrant in B2B space, TSM will play critical role in growth of business.

TSM to ensure services offered to customers are meeting committed SLA, thereby protecting revenue and avoid churn.

Key accountabilities and decision ownership

Strategic

Drive Service Management best practice basis on ITIL framework to have superiors Customer experience.

Understand market and competitive view to improve on overall Strategy of Service Operation.

Define and implement plan on improving customer experience based on the feedback on Service performance.

Proactive approach on continual service improvement plan based on Service health parameters against customer\'s expectations.

Operational

Collaborate with NOC and Circle Operations team to ensure we provide ITIL standard service support, swift response and resolution on incidents with effective customer handling capability.

Proactively able to drive Service improvement plan to avoid any re-occurrence of the issue.

Periodic performance review with Customer on Service health check parameters.

Quarterly engagement with customer at CXX level to have 360o review on overall Service experience

Key performance indicators :

1) Meeting C-SAT & NPS target scores

2) Ensure we meet all SLA parameters committed to Customer

3) Controlling Churn & Erosion within targeted levels

4) Drive revenue growth through upsell and upgrade opportunities.

5) Drive digital journey and increase adoptability to improve experience and avoid cost.

Core competencies, knowledge and experience

8+ years of experience in handling Fixed Line - Enterprise Customer for B2B segment.

Technical understanding of all Fixed Line data and voice services. Handling customer across the globe by working collaboratively with multicultural functions/teams and partners across continents

Should possess analytical and logical approach.

Strong communication skill and ability to manage \xe2\x80\x9cC\xe2\x80\x9d level engagement.

Must have technical / professional qualifications:

Desired Competencies/ Skills

Powerful influencing/ negotiation skills, effective relationship management skills and ability to function within a matrix organization

Experience in handling Global customer escalation in a B2B environment and understanding on behavior of Customer for various geography.

Ability to manage in dynamic, high- growth, high- uncertainty environments

Educational Qualifications

Bachelor in Engineering Degree

ITIL Certification on Foundation, Service Operations and CSI

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

Vodafone Idea