Gm-service Assurance

7 days ago

Mumbai, Maharashtra, India Vodafone Idea Full time

Job Req ID:

Location:
Mumbai
, 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.
Role profile

Role title:
Service Lead OTT-Telco (Carrier)

Function:
Customer Service

Band:

Department:

Reports to:
Head - Service Assurance

Location:
Mumbai

Role purpose:

Service Assurance role is to be a bridge between Customer expectation and Network / Operational reality. OTT, Telco segment customers have in-depth Subject and Industry Knowledge - Expectation is to effectively manage their High Expectations.

Building CXO Level customer relationships across different cultures and in key markets across geography.

Understanding Market Dynamics, Driving Data-Analytics and continuous Innovation, Building Service Capability and Go-to-Market Strategy for a Future-Fit Service Organization.


To ensure Upskilling the team with New products, Services, Industry Trends to deliver Results in Complex Business and Market scenario.


Key accountabilities and decision ownership

[max 5]:

Strategic

  • Industry best practices and First time initiatives to be implemented across the echo system to deliver better customer experience.
  • Drive strategic initiatives for innovative and Futurefit solutions.
  • Synergise with business, NOC and propose a service model to ensure deliverables in line with organizations objective.
  • Define and agree on effective processes with NOC and other resolving workgroups for smooth engagement and improved customer experience.
  • Partner Management, Complete Life Cycle Management and Global ambassador for Key segments like OTT, Telco etc.

Operational

  • Manage Key customer for OTT, Telco Segment in sync with circle / NOC teams to ensure process and priorities are aligned.
  • Build an effective Escalation processes with respective workgroups and business.
  • Ensure close engagement with NOC, Field operations to ensure optimal Service availability and minimizing fault restoration time.
  • Build a strong feedback mechanism through continuous engagement with stakeholders and customers to review SLA performance, evaluate KQI on service levels.
  • Ensure effective handover of process during operationalization of any new product / services from customer support perspective.
  • Ownership of customer SLAs and Effective Communication are key deliverables for Customer Life Cycle Management
**Core competencies, knowledge and experience

[max 5]:

  • Minimum 18+ years of relevant experience in customer service along with domain knowledge of Telecom Network and Technologies.
  • Should be effective in dealing with Crossfunctional Teams, building Synergy to drive towards achieving organizational goal.
  • Should have managed Customers and Multilocational and Virtual teams in customer services for fixed line.
  • Proven track record in meeting service levels and C-SAT targets in challenging situations.
  • Effective "C" level Customer engagement and Relationship Management.

Must have technical / professional qualifications:

Desired Competencies/ Skills

  • Good Telecom Networking understanding and should able to understand the service architecture.
  • Ability to manage customer escalations and drive internally to ensure faster resolution.
  • Efficient in Monitoring Processes, Execution Gap-Analysis and identifying areas for continual improvement.

Educational Qualifications

  • Graduate degree/diploma in Electrical/Electronics and or Telecommunication with relevant telecom experience (min10 years)

Budget owned:

Drive reduction in opex cost - Migrating from third party vendor to On-Net for last mile connectivity.

Reduce Opex cost through Digital Adoption

Upsell as a Service Drive for Revenue Enhancement opportunities

Key performance indicators [max 3]**:

  • Ensure meeting and exceeding C-SAT.
  • 100% revenue retention and ensure no service credit due to performance issue.
  • Process reengineering and operational efficiency.
  • Drive high level of customer engagement and ensure committed deliverables.
Direct reports: 3

Dotted reports: 7

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

  • Gm - Risk Assurance

    7 days ago

    Mumbai, Maharashtra, India Vodafone Idea Full time

    Job Req ID:Location: Mumbai, IN- Function: Technology/ IOT/Cloud- 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...

  • Gm - Risk Assurance

    7 days ago

    Mumbai, Maharashtra, India Vodafone Idea Full time

    Job Req ID:Location: Mumbai, IN- Function: Technology/ IOT/Cloud- 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...

  • Gm - Nsa Service

    7 days ago

    Mumbai, Maharashtra, India Vodafone Idea Full time

    Job Req ID:Location: Mumbai, 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...

  • GM - NSA Service

    7 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...

  • Associate-customer Service Assurance

    7 days ago

    Navi Mumbai, Maharashtra, India Global Cloud Xchange Full time

    Department Customer Service Assurance Job posted on Aug 08, 202 Employment type RegularGroup Company: GCX India Services Ltd.Designation: Associate-Customer Service Assurance (RI01_GLONETOPE&ENG_GLONETOPE_CUSSERASS_ASSCUSSERASS)Office Location: Navi Mumbai (Office)Position description:Primary Responsibilities: Act and perform as frontline ambassador for...

  • Exciting Opportunity in Management Assurance Services

    7 days ago

    Mumbai, Maharashtra, India Vedanta Group Full time

    Exciting Opportunity in Management Assurance Services Location: Mumbai Vedanta, a future-focused and growth-oriented company is a fully integrated producer of Oil & Gas, Zinc – Lead - Silver, Aluminium, Power, Iron Ore & Steel, Copper, Nickel, Cobalt, Ferro - Chrome and Manganese, with a fast-growing metal recycling capacity, and a broad range of...

  • Customer Service

    7 days ago

    Mumbai, Maharashtra, India Tech Mahindra business service Full time

    Customer Support Executive Responsibilities: Managing a team of representatives offering customer support. Overseeing the customer service process. Resolving customer complaints brought to your attention. Creating policies and procedures. Planning the training and standardization of service delivery. Selecting and hiring new staff. Monitoring the work of...

  • Quality Assurance

    7 days ago

    Mumbai, Maharashtra, India Equifax Full time

    Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.Synopsis of the roleAs a Quality Assurance specialist, it is required to ensure that a company's products meet industry standards. It aims to...

  • Ca Article Trainee

    7 days ago

    Mumbai, Maharashtra, India Number Tree Assurance Services Full time

    _Urgent Requirement for Articles trainees / Audit Associate / Internship (Internal_ Audit):AST & ASSOCIATES -CHARTERED ACCOUNTANTS_- (Associated firm with Numbertree Assurance Services Pvt Ltd)_Location: Andheri East (Mumbai)The focused Area is Internal Audit, Bank Audits, Accounting, Taxation & Financials audits, and other Statutory works.Decent...

  • Deputy General Manager of Finance

    7 days ago

    Mumbai, Maharashtra, India VFS Global Full time

    Primary Responsibility:As a key member of the Finance team, the DGM/GM will report to the Sr GM Finance and assume a crucial role in the overall financial structure of the company. This will include the responsibility to ensure proper financial control, Implementation of the policies and procedures, appropriate management reporting, budgetary control and...

  • Kirtane & Pandit LLP - Manager - Assurance Services/Statutory Audit - CA

    7 days ago

    Mumbai, Maharashtra, India KIRTANE & PANDIT CA LLP Full time

    Working Location: Mumbai.Profile & Designation: Manager, Assurance Services - BFSI Statutory Audit.Responsibilities: Finalization of assurance assignments independently. Building and managing a team of assurance professionals. Assist in staffing duties like identifying resource requirements, conducting technical interviews, managing resource idle time, etc....

  • Ca Article Trainee

    7 days ago

    Mumbai, Maharashtra, India Number Tree Assurance Services Full time

    _Urgent Requirement for Articles trainees / Audit Associate / Internship (Internal_ Audit):AST & ASSOCIATES -CHARTERED ACCOUNTANTS_- (Associated firm with Numbertree Assurance Services Pvt Ltd)_Location: Andheri East (Mumbai)The focused Area is Internal Audit, Bank Audits, Accounting, Taxation & Financials audits, and other Statutory works.Decent...

  • Quality Assurance Manager

    7 days ago

    Mumbai, Maharashtra, India Eduvanz Full time

    Greetings from [Company Name]!As the Customer Service Quality Assurance Manager, your main objective will be to ensure a consistent high level of support quality within the team. It will be your duty to guarantee that customers receive top-notch services regardless of the agent they interact with or the support channel they use.Main...

  • Ca Article Trainee

    7 days ago

    Mumbai, Maharashtra, India Number Tree Assurance Services Full time

    _Urgent Requirement for Articles trainees / Audit Associate / Internship (Internal_ Audit):AST & ASSOCIATES -CHARTERED ACCOUNTANTS_- (Associated firm with Numbertree Assurance Services Pvt Ltd)_Location: Lajpat Nagar, New DelhiThe focused Area is Internal Audit, Bank Audits, Accounting, Taxation & Financials audits, and other Statutory works.Decent...

  • Quality Assurance

    7 days ago

    Navi Mumbai, Maharashtra, India Chain IQ Full time

    Responsibilities: Provides support to the Head of Quality Assurance Team and/or direct manager in order to ensure that staff in Chain IQ locations make optimal use of reporting, analysis and internal control systems; Ensures the provision of services on request and support for recurring projects; Acts as a point of escalation and solution of internal and...

  • Gm - Internal Audit

    7 days ago

    Mumbai, Maharashtra, India Vodafone Idea Full time

    Job Req ID:Location: Mumbai, IN- Function: Commercial/ Finance- 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...

  • Quality Assurance Analyst

    7 days ago

    Mumbai, Maharashtra, India Robosoft Technologies Full time

    Job Title: Quality Assurance AnalystCompany: Leading Financial Services CompanyRole Summary:- TSYS Quality Assurance testing initiatives.Formulate, design, and test automated systems scope and objectives based on both business and end user needs.Create and manage core test templates to ensure all necessary areas are tested and regression tests are performed...

  • Looking for Deputy General Manager of Finance at Mumbai, Maharashtra, India

    3 weeks ago

    Mumbai, Maharashtra, India VFS Global Full time

    Primary Responsibility: As a key member of the Finance team, the DGM/GM will to the Sr GM Finance and assume a crucial role in the overall financial structure of the company. This will include the responsibility to ensure proper financial control, Implementation of the policies and procedures, appropriate management ing, budgetary control and sound financial...

  • Looking for Deputy General Manager of Finance at Mumbai, Maharashtra, India

    1 month ago

    Mumbai, Maharashtra, India VFS Global Full time

    Primary Responsibility: As a key member of the Finance team, the DGM/GM will to the Sr GM Finance and assume a crucial role in the overall financial structure of the company. This will include the responsibility to ensure proper financial control, Implementation of the policies and procedures, appropriate management ing, budgetary control and sound financial...

  • Quality Assurance Specialist

    7 days ago

    Mumbai, Maharashtra, India Spin N Press Full time

    Company DescriptionSpin N Press is a premier dry cleaning service provider based in Mumbai. With a passion for perfection and a commitment to customer satisfaction, we deliver exceptional garment care that goes beyond the ordinary. Our team of experienced professionals uses advanced techniques and eco-friendly practices to ensure your clothes receive the...