GM - Service Excellence Head

2 weeks ago

New Delhi, India Vodafone Idea Limited Full time

Job PurposeResponsible for building culture of customer centricity in the CircleRole is required to drive operationalization and execution of TNPS, along with execution of Customer Insight processes.Ensure adherence to all regulatory guidelines for the CS function in the circle, including reporting to Law Enforcing Agencies and internal reporting.Ensure capability enhancements through structured training interventionsKey Result Areas/Accountabilities1. Improve & maintain TNPS KPIs2. Drive Insighting & analysis basis detractor and VOC feedback3. Ensure Process audits and implement robust audit methodology and manage all business risks pro-actively to ensure compliance4. Strategize, implement & ensure Regulatory compliance and drive & implement regulatory directives as per requirement and ensure timely & error free reporting to DoT / TRAI.5. Ensure Training delivery, complete coverage and check efficacy of delivery. Training Partner management6. Carry out circle level UATs as per UAT PF guidelines. Ensure correct circle level configurations and checksKey Accountabilities :1. Meet TNPS KPIs2. Business Improvement Programs : count of Process, Systems & People Improvements for the Year3. Minimal or no non-conformities in any internal / external audits4. Ensure Compliance on critical CS guidelines. First time right implementation of any new regulation5. Training effectiveness through adherence to calendar and guidelinesCore Competencies, Knowledge, Experience1. Knowledge and Subject Matter Expertise around VIL processes, and systems2. Ability to lead, influence, create and work within cross-functional team environments3. Operational experience with all phases of telecom customer life cycle like call centre, back office, retentionMust have technical / professional qualifications· Graduate/Post Graduate/ MBA with a min 10+ years of experience in various customer service roles· Experience of managing telecom operations

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