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:

• Will be responsible for 2 key lines of businesses :-

• Enterprise Back office : Responsible for email support to all COCP customers, deal creation for all new acquisition and all bulk processing activities
• National Contact Centre: Responsible voice support for COCP customers and Data assist team responsible for all Data and International Roaming queries
• This role will have 4 direct reportees who will be managing the above LOB\'s
• Roll also involves managing 2 tier 1 outsourced business partners located across 2 geographies( Chandigarh & Pune)
• Will be responsible for timely governance of partner KPI\'s and capacity to ensure better experience to end customers and operations are in line with allocated budgets
• Will be responsible for TNPS Improvements/customer experience ,volumes reductions and increase in First time right ratio
• To create and maintain positive communication & synergy between the partner and circle teams.
• Run national projects to fix any issues identified at central Desks e.g. Back end data accuracy and updation, training and awareness with internal stakeholders based on AOI\'s observed ,etc
• Will be responsible Process reengineering through automation, digitization and cost optimization.
• Ensuring all Partners are operating within forecasted budget along with KPI attainment
• Will be responsible to validate all partner payments which need to be in line with agreed contractual and delivery terms and conditions
• Will also need to take up special temporary projects with circles and based on requirements

Key accountabilities and decision ownership

• Partner Management and governance

• Partner management for smooth functioning of all Enterprise back office LOB\'s.
• Forecasting and budgeting of OPEX and manpower required to meet agreed SLA\'s.
• Monitoring of SLA\'s being delivered and if they are compliant to regulatory / MSA guidelines
• Developing strategy and implementation in view with vision and mission.
• Day to day Governing and mitigation planning with partner.
• Increasing the performance of the back office through partner interlocks and reviews on set frequency.
• Inter department synergy and interlocks for support required by partners to improve delivery.
• Support partner on invoicing of monthly bills and timely payments.

• Operations support and circle coordination

• Build a strong feedback mechanism through continuous engagement with circle stakeholders and partner.
• Regular interlock with circles on set frequency to project performance index and action planning
• Ownership of Entire Site\'s performance is a key deliverable
• Budget optimization and cost reduction to support circle through pilots and project
• Implement processes rolled out by Corporate and circles and conduct periodic compliance audits for adherence

• Customer experience

• To drive customer satisfaction Index/TNPS of Enterprise customers.
• Analyse and plan improvement strategy to achieve set targets for TNPS
• Identifying and improve customer journeys for overall improvement in experience
• Identify broken process journeys and coordinate with corporate and key stake holders for process improvement, modification etc.
• Developing frontline empowerment to improve First Time Fix

• Projects and Automation
• Implementation of Central Initiatives & New Products
• Undertake CXX project on customer experience
• Agreed Service Initiatives on Cost reduction / Service Improvement /

Core competencies, knowledge and experience :

• 10+ years of experience in leading a customer service team with experience in

• People management
• Managing third party vendors such as call centre vendors, back office operations for a reputed organization.
• Managing Operating Expenses
• Proven track record in meeting service levels and NPS targets in different situations.
• Excellent knowledge on enterprise products and various segments.
• Ability to work on automations, self- help and process corrections.

Must have technical / professional qualifications:

• 10+ Years in telecom industry
• Managing Tier 1 outsourced business partners/vendors
• People management experience with managerial roles as Direct Reportees
• KPI delivery and through knowledge of NPS and Contact centre management

Desired Competencies/ Skills

• Powerful influencing/ negotiation skills, effective relationship management skills and proven ability to function within a matrix organization
• Experience in handling CS in a B2B environment

Educational Qualifications

• University Degree in Business

Key performance indicators [max 3]:

• All contractual KPI\'s with partners and LOB KPI;s
• Cost and Volume reduction
• TNPS

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

Vodafone Idea