GM-Retention, Digital and Experience

3 days ago

Mumbai, Maharashtra, India Vodafone Idea Limited Full time

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

National Lead – Retention, Digital & Experience - FLX

Job Level/ Designation

M3 - GM

Function / Department

Enterprise CS – Service Assurance

Location

Mumbai

Job Purpose

This position is responsible for leading and managing the experience initiatives of the FLX business of Vi Business which is a 2500 Cr portfolio compromising of National and Global Strategic Accounts, Government accounts and SME accounts with a projected growth rate of approx. 10% yearly. The role will be also responsible for leading retention initiatives across Business segments along with planning, projections and tracking success. The role will also lead the digital service agenda for FLX business along with championing the implementation of the service management model thru technology interactions.

Key Result Areas/Accountabilities

HE/SHE is responsible to deliver on National Business KPIs of VIBS Service Assurance through various measures directly or indirectly

Retention / Churn Management :

To forecast and plan the revenue impact thru churn and factor it in DB planning exercises for cluster teams, Carrier teams and national teams To monitor the performance against targets and intervene as necessary with business facing initiatives like pricing interventions, commercial & Product discussions as well as technology interventions as needed to retain customers To strengthen the governance process around churn so as to minimize the revenue variance and predict impact accurately To provide necessary support with data and analytics to the service assurance teams nationally along with Service operations to meet revenue churn targets

Digital

To formulate initiatives on the Vi FLX customer facing platform and drive digital adoption across the base. To use bots and other digital tools to enhance experience and reduce time to resolve / eliminate customer complaints To plan capex spends to manage the tool and integrate it into the overall Vi Business Care strategy for FLX To analyse customer feedback on tool and work upon enhancements with IT demands and roll outs.

Customer Experience

To create, implement and monitor the service management model of all customer segments and teams of Vi Business FLX in systems and reporting To track service improvement plans and efficacy with necessary technology/ network interventions by analysis and interventions To improve the RNPS scores of the FLX business with product, technology or people interventions To enhance the product lifecycle at time of launch or BAU to meet customer expectations To drive compliance of regulatory guidelines pan India for FLX and track as necessary

Reporting & Budgeting

To ensure correct reporting of various service assurance metrics nationally so as to govern improvement via trends To create the necessary dashboards to give visibility at national, cluster level across segments and products To measure performance of all teams and individuals nationally against set targets for performance reporting and rewards To own the annual national Budgets well as driving compliance to the costs budgeted.

People Management

To drive performance across various models of ownership from direct reporting , dotted reporting, on roll employees, off-roll employees and outsourced partners

Core Competencies, Knowledge, Experience

Should possess minimum 15years of experience in handling FLX products at corporate and regional levels Strong understanding of Fixed Line products and services. Should have worked for business on Customer retention and Value Management, along with Digital tools Should have worked on Fixed line churn control projects and enable the Service team on Retention tools by working with Product, Commercial and Account teams Should able to identify and drive digital journey for FLX customer experience. Should have team management and vendor management experience of 10 years

Must have technical / professional qualifications

Post Graduate 

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