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Gm-prepaid Process

3 months ago

Mumbai, Maharashtra, India Vodafone Idea Full time

Job Req ID:

Location: Mumbai, IN- Function: Other- 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
Prepaid Process, Systems & CRM Lead

**Job Level/ Designation
M3

Function / Department
Customer Service - Corporate

Location
Mumbai

No of Positions
1

Job Purpose

Key Result Areas/Accountabilities

  • Process identification, design & creation.
  • CRM support, enhancements. Creation of new TAS for accurate capture of customer voice and pain areas.
  • Drive prepaid CXX. Support circles in addressing prepaid experience related issues.
  • Application support to all surround systems
  • NSMS, CPOS, UPSS, File net, Recharges, UPC, BI, Report tools, Apps etc
  • Manage New Projects, Responsible for CS-IT Demand Mngt.
Timely completion & Implementation of Projects & Demands

Key Accountabilities

  • Improved FTR. Correct capture of customer VoC for timely and accurate complaint closures. Improved C-Sat for prepaid process
Ensure Sustenance and Improvement and explore opportunities for automation & Digitization

Core Competencies, Knowledge, Experience

  • Analytics and Customer behaviour understanding
  • SME on existing systems and processes
  • Exposure to guidelines and regulatory processes
  • Experience : Customer Lifecycle Mngt experience
  • Ability to lead, influence, create and work in crossfunctional teams

Must have technical / professional qualifications

  • Graduate/Post Graduate/ MBA with a min 10 + years of experience in various customer service roles
  • Exposure to reporting and analytics tools

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