Gm - Service Operations

1 week 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.
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Job Purpose (In one or two sentences)

  • To manage contracts with existing and new partners (Existing/New Contract creation/renewal, Extension/Termination/PIP) for Service Partner Operations.
  • Continuously benchmarking of contracts to ensure best in class delivery to VIL
  • To ensure timely Systemic invoice approvals for service partners.
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Key Accountabilities / Key Result Areas (Max 5)

  • Contact Centre Agreements & Compliance Ensuring all the Contact Center agreements due for renewal are completed within specified timelines. Ongoing compliance checks with respect to Contract adherence. Innovation and benchmarking of Contracts.
  • Centralized Billing & Payouts
  • Design and implement a Centralized billing model for Contact Centres.
  • Ensure timely systemic invoice approval process
  • Facilitate Contact Centre & BackOffice planning for the FY
  • Budgeting, capacity planning, and deployment for all the LOB's of SPO vertical.
  • Monitor budgets and spends' trends and liaise with all stakeholders for budgetary alignments for SPO
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Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)

  • Understand all CS Cost Drivers and Monitor levers effecting the same.
  • Understand financial process of booking and provisioning Cost and highlight impacts to stakeholders for needful correction in operations / provisions.
  • Coordination with Cross functions to deliver key requirements for service partners and operations.
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Key Performance Indicators (Max 5)

  • Ensuring all the Contact Center agreements due for renewal are completed within specified timelines.
  • Ongoing compliance checks with respect to Contract adherence. Innovation and benchmarking of Contracts
  • Accurate Planning and capacity deployment of Contact centre/Backoffice
  • Execution and timely renewal of contracts of service partners
  • Accurate budgeting activity and monitoring actuals vs budgets for SPO
  • Timely invoice Approvals

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

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