Job Description

Job Req ID: 48326
Location:
Hyderabad, IN
Function: VIBS
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

RASM

Job Level/ Designation

M1 - Manager

Function / Department

VIBS - Customer Service

Location

Hyderabad

Job Purpose

To support & execute the service strategy thereby ensuring benchmark levels of service & collections across the customer life cycle for an identified set of strategic accounts across all segments, to deliver the best in class customer experience, 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 drive customer engagement programs, lead service improvement / development plans, to enhance revenue by creating stickiness through various CVM campaigns, to drive collections (receivables) through focused proactive & reactive measures, to adopt a consultative approach & use analytics as a means to improve customer experience that can support the organisation's vision & objectives.

Key Result Areas/Accountabilities

Strategic

v Implement the service & collections strategy to deliver differentiated services for an identified set of strategic accounts in order to enhance competitive position in the region

v Implement a plan to improve customer experience based on feedback based on customer VOC, RNPS, C-SAT scores etc.

v Act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.

Operational

v Customer engagement via digital medium, field interactions, formal service reviews, other engagement programs that cater to the customer's evolving service needs.

v Initiate service improvement plans to ensure open issues are addressed, service levels & customer commitments are met.



Churn management: Customer retention and churn reduction (VOL, INVOL, MNP). Base churn to be maintained at less than 2%.

Collections & AR reduction: Collection achievement at 102%, BD <2%, AR Reduction <10%, DSO reduction less than 30 days

Digital adoption: >70% ViBA payments, 100% ViBA registration, SMP to be maintained @ 100%

RNPS: LTR > 90% and RNPS Response > 50%

Learning & Development: Complete 100% of all assigned LMS assessments, reach EXPERT category of SMCP assessments.


Be available to address all customer queries and disputes, coordinate with sales teams and channel partners and ensure 100% customer interactions every month.

Core Competencies, Knowledge, Experience

3 to 5+ years of experience in face to face customer management.

Ability to manage "C" level engagement.

Prior experience in B2B or Telecom B2B

Must have technical / professional qualifications

Powerful influencing & negotiation skills.

Effective communication & relationship management skills

Proven ability to function within a matrix organization

Vodafone Idea Limited

(formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership