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AGM - NSA Service

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Chennai, Tamil Nadu, India Vodafone Idea Limited Full time
Vodafone Idea Limited is a collaboration between Aditya Birla Group and Vodafone Group, and stands as a prominent telecom service provider in India. The company offers Voice and Data services nationwide across 2G, 3G, and 4G platforms. With a broad spectrum portfolio supporting the increasing data and voice demands, the company aims to provide exceptional customer experiences and contribute to the advancement of 'Digital India'. Through the development of infrastructure and the introduction of innovative technologies, Vodafone Idea Limited ensures both retail and enterprise customers are well-prepared for the future, offering accessible digital solutions and a strong on-ground presence. The company is publicly listed on both the National Stock Exchange (NSE) and the Bombay Stock Exchange (BSE) in India.
Role Profile: Role title: National Strategic Account Service Manager Function: Customer Service Band: M2 Department: Enterprise Reports to: National Strategic Accounts - Service Management Head - Inhouse Operations, Mobility & IoT, VIBS Location: Cluster / Circle
Role Purpose: To support and execute the service strategy ensuring high levels of service and collections across the customer lifecycle for identified strategic accounts involving Mobility & IoT products. The goal is to enhance customer experience, drive net promoter score and CSAT index, optimize costs through digital channels, proactively engage and retain customers, implement service development plans, boost revenue via retention strategies, and improve customer satisfaction through data-driven insights to align with the company's objectives.
Key Accountabilities and Decision Ownership:
  • Strategic
  • Implement a differentiated service and collections strategy for national strategic accounts to strengthen competitive positioning.
  • Enhance customer experience based on feedback and market demands.
  • Drive innovations in service delivery to adapt to changing market conditions.
  • Operational
  • Engage customers through digital platforms, field interactions, service reviews, and other tailored programs for Mobility & IoT products.
  • Address open issues, meet service levels, and ensure customer commitments are fulfilled.
  • Uphold service standards, monitor commitments, intervene when required, and drive revenue optimization and customer retention.
  • Embrace the digital transformation to reduce operational costs.
  • Collect receivables timely to enhance revenue from existing accounts.
  • Developmental
  • Provide continuous training and certifications to enhance capabilities, focusing on various business areas such as IoT, Cloud, and others.

Core Competencies, Knowledge, and Experience:
  • Over 7 years of experience in customer management, notably handling a large base of Mobility & IoT products.
  • Proficiency in managing engagements with "C" level executives.
  • Previous involvement in B2B or Telecom B2B sectors.
  • Demonstrated success in meeting service, collections, and NPS targets in diverse scenarios.

Must-Have Technical/Professional Qualifications:
Desired Competencies/Skills:
  • Strong influencing and negotiation abilities.
  • Effective communication and relationship management skills.
  • Proficiency in operating within a matrix organization.
  • Strong analytical skills to balance business and customer interests adeptly.
  • Experience in