Job Description

Job Req ID: 47733
Location:
Mumbai, IN
Function: Retail
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

Lead - Vi Stores

Job Level/ Designation

M3

Function / Department

Postpaid / Vi Store Operations

Reports to

Head - Vi Stores Operations

Location

Mumbai

Job Purpose

To drive and facilitate Vi Stores adherence to the defined national processes, deliver on the agreed productivity of experience led sales, and ensuring service excellence through zero service denials and resolution of all non-network service issues at the touch points.

Key Result Areas/Accountabilities

The incumbent would require to be a keen observer of market dynamics & competition. Devise strategy to widen market penetration; simultaneously look at strategies to increase Revenue Market Share (RMS) and Customer Market Share (CMS) in that market for Vi stores

Assisting National Vi Store Retail operations head in target planning and budget allocation, Running Projects for retail business for various key business deliverables.

Periodically revisiting the efficacy of the NIP construct of the Vi Stores work force and come up with recommendations to evolve as per the business needs along Keep a tab on the movement of the KPIs in tandem with the R & R programs being run for Vi Stores

To Ensure Commercials, Legal compliance, Go to Market and Last mile delivery (Fulfilment) in all National project.

Digital Adaptation of Sales Processes- To Drive projects nationally which enhances digital adaptation in various acquisition process To drive tech enablement and automation projects to meet changing business dynamics and redistribution landscape. Implementation of productivity tools with focus on increasing productivity and establishing performance culture.

Lead integration projects-Integration projects and Process compliance to enhance Customer Experience across and footprints nationally

Driving methods of constantly improving on customer service elements leading to better TNPS, control on complaints, EQ scores

Setting up a governance and following up with Circle Vi Store Head for CAPA of complaints and processes to drive business process re-engineering

Full ownership of complaints accrued from Vi stores as a part of escalation management

Core Competencies, Knowledge, Experience

Proven operation excellence Problem solving, strategic & analytical capabilities Process improvement mind set Ability to influence other functions for alignment on priorities related to the Vi Stores vertical

Must have technical / professional qualifications

Preferably an MBA 10+ years of experience in Retail (Own Stores) Operations/Management

No. of Direct Reports

nil

Vodafone Idea Limited

(formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership