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 Regional Lead - Virtual Service Management Job Level/ Designation M2 Function / Department Enterprise Location Rajasthan Job Purpose To support & execute the service & collections strategy thereby ensuring benchmark levels are met across the customer life cycle for an identified set of enterprise accounts across all segments & collections across account categories, to drive net promoter score and CSAT index across segments,, to drive cost optimization via digital aided channels, to proactively & reactively ring fence the customer base, to enhance revenue by creating stickiness through various CVM campaigns, to drive collections (receivables) through focused proactive & reactive measures, to ensure that virtual service management teams across regions are well organized, trained and motivated to adopt analytics as a means to improve customer experience that can support the organization\'s vision & objectives. Key Result Areas/Accountabilities Define & execute strategic initiatives for the regional virtual service desk on account coverage, customer responses, requests & complaints handling, audits & compliance to standard servicing norms. Define & agree on SLAS for partner agency Design and implement a plan to improve customer experience based on retention, Customer VoC, SLA compliance, RNPS etc. Guide & motivate the team to act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands. Core Competencies, Knowledge, Experience Experience in leading a customer service team and partner management. Experience in managing service operations Proven track records in meeting service levels and NPS targets in different situations Ability to manage in a dynamic, high growth, high uncertainty environment Powerful influencing /negotiation skills Must have technical / professional qualifications Graduate Vodafone Idea Limited (formerly Idea Cellular Limited) An Aditya Birla Group & Vodafone partnership

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