AGM - Customer Experience
3 weeks ago
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
Lead Enterprise Customer Experience ( IP)
Job Level/ Designation
M2 - AGM
Function / Department
COG /Transport Operations/VIBS & CLS Operations
Location
Corporate - Mumbai, Birla Centurion
Job Purpose
Responsible for the overall Enterprise Customer Experience and Excellence by way of implementation and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience. Gathering and analyzing customer feedback, improving customer service, ensuring consistent brand experiences, and monitoring key metrics like CSAT, NPS, and CES. Enterprise Operations - Analyzing Enterprise IP Network Operations from a customer point to maintain and improve KPIs of the customer services against defined benchmark and continuous improvement plan recommendation and implementation. Customer Strategy - Drive customer strategy through IP & LSP Network and Customer audits and share proactive actions of rectifications and proactive service improvement Performance Management – Network level SLAs- availability, latency, packet loss, jitter performance analysis, improvement plan preparation, implementation of recommendations, network change management. Compliance - Ensuring 100% compliance of network and service with Telco deliverablesKey Result Areas/Accountabilities
Service Availability and Customer Experience Customer churn rate due to network and service issues. (Count and Revenue churn =95% within 30days, 99% within 45days and 100% within 60days) Efficacy of resolution to ensure minimal repeats after improvement plan implementations. (> =95% ) TOP customer focus to ensure best service to business-critical customers. > =99% TOP customer KPIs (Fault Rate, MTTR and Availability as per SLA) in GREEN. TNPS/CES/CSAT score. (> =95% score for TOP Customer Accounts) Cost efficiency in customer deliverable solutionsCore Competencies, Knowledge, Experience
Core competencies, knowledge and experience (max 5):
10-12 Years in Telecom industry with Minimum 8+ years in Experience in Customer Experience and Excellence (CXX)
Awareness of business standard practices Good verbal and written communication skills. Excellent verbal & written communication & presentation skillsMust have technical / professional qualifications
Must have technical / professional qualifications:
BE in Electronics & Telecommunication/IT Knowledge of Transmission & IP Technologies Experience in managing multi service & multivendor network CCNA/CCNP/Similar Global Certifications Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership
-
AGM - Customer Experience
4 weeks ago
Mumbai, India Vodafone Idea Limited Full timeVodafone 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...
-
Agm - Cvm Customer Experience Design
3 days ago
Mumbai, Maharashtra, India Vodafone Idea Full timeJob Req ID: 43972- 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...
-
Agm - Talent Acquisition
1 day ago
Mumbai, India Karamtara Engineering Pvt. Ltd Full time**AGM - Talent Acquisition, Location -** **(Boisar, Tarapur), 12- 15 yrs of experience** - We are looking for an ambitious and self-driven AGM - Talent Acquisition Manager to join our team. - As a AGM - TA, you will be responsible to proactively manage the recruitment funnel to meet standards of quality, effectiveness and timeliness benchmarks. - Forecast...
-
Agm - Technology Projects
1 month ago
Mumbai, India Vodafone Idea Full timeJob Req ID: 40895- 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...
-
Agm Epc Sales Maharashtra
1 month ago
Mumbai, India Grew Full time**JOIN US**JOIN US**: Growth is the only evidence of life, and it's our imaginations that make us infinite. We are always on the lookout for talent that reflects this vision. Have the ability and qualifications to not only work in but also create an ever-growing environment? AGM EPC Sales Maharashtra & Goa Supporting Regional Heads in Sales penetration,...
-
AGM - Business Ops MVAS
1 week ago
Mumbai, India Vodafone Idea Limited Full timeVodafone 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...
-
AGM - Business Ops MVAS
1 week ago
mumbai, India Vodafone Idea Limited Full timeVodafone 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...
-
Agm / Dgm - Sra Project
1 month ago
Mumbai, India Job search recruitment services Full time**Job Description - AGM/DGM Projects (SRA)** **Job Title** AGM/DGM - SRA Projects **Department** SBU **Location** Mumbai **Job Specifications** - The incumbent must have all round SRA project experience. - Age group between 40-45 years, from central Suburb only. - The incumbent must be well versed with SRA rules &...
-
Agm - Corp Fp&a (N/w)
1 month ago
Mumbai, India Vodafone Idea Full timeJob Req ID: 32922- 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...
-
Senior User Experience Designer
4 days ago
Mumbai, India EvolutionCo Digital | Customer Experience Design & Marketing Agency Full timeJob Location : MumbaiRoles & Responsibilities; User Research, User Stories, User Journeys, Mockups, Wireframes & PrototypesTranslate concepts into user flows, wireframes, mockups and prototypes that lead to intuitive user experiences.Design and deliver wireframes, user stories, user journeys, and mockups optimized for a wide range of devices and...
-
Senior User Experience Designer
2 days ago
Mumbai, India EvolutionCo Digital | Customer Experience Design & Marketing Agency Full timeJob Location : MumbaiRoles & Responsibilities; User Research, User Stories, User Journeys, Mockups, Wireframes & PrototypesTranslate concepts into user flows, wireframes, mockups and prototypes that lead to intuitive user experiences.Design and deliver wireframes, user stories, user journeys, and mockups optimized for a wide range of devices and...
-
Agm - Financial Reporting
4 weeks ago
Mumbai, India Vodafone Idea Full timeJob Req ID: 3941- Location: Mumbai, IN- Function: Commercial/ Finance- About: **Role** Regulatory Finance **Job Level/ Designation M2 / AGM **Function / Department** Finance / Regulatory, Infra, Subsidiaries & Corp Fin Ops **Location** Corporate, Mumbai **Job Purpose** Responsible for Regulatory reporting and compliances **Key Result...
-
AGM/DGM – Marketing
1 month ago
mumbai, India TCPL Packaging Full timePosition: Manager : AGM/DGM – Marketing (Carton)Qualification : Graduate /MBA in Marketing.Experience: 10+ years in Marketing (Carton).CTC : 20 Lacs to 25 Lacs Location: Mumbai Reporting to : Marketing HeadSector : From Printing and Packaging Sector is most preferred Specially from Carton Packaging.Desired profile of the candidate: The candidate...
-
Agm - Reporting & Control
1 month ago
Mumbai, India Vodafone Idea Full timeJob Req ID: 26730- Location: Mumbai, IN- Function: Commercial/ Finance- About: **Role** Capex Reporting & Control **Job Level/ Designation M2/AGM **Function / Department** Finance / Corporate FP&A **Location** Corporate, Mumbai **Job Purpose** Co-ordination of Capex process with other functions and manage Budget and reporting activities through...
-
Agm - Direct Tax
3 days ago
Mumbai, Maharashtra, India Vodafone Idea Full timeJob Req ID: 44148- 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...
-
Agm - Corp Fp&a
4 weeks ago
Mumbai, India Vodafone Idea Full timeJob Req ID: 41175- 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...
-
Mumbai, Maharashtra, India iimjobs Full timeAGM - Compensation & Benefits - Education DomainJob Description:The AGM - Compensation and Benefits will oversee the strategic development and implementation of compensation and benefits programs within company. This role requires a seasoned HR professional with extensive experience in compensation analysis, benefits administration, and regulatory...
-
AGM-TL-IP Operations
5 days ago
Mumbai, India Vodafone Idea Limited Full timeVodafone 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...
-
AGM/DGM – Marketing
1 month ago
Mumbai, India TCPL Packaging Full timePosition: Manager : AGM/DGM – Marketing (Carton) Qualification : Graduate /MBA in Marketing. Experience: 10+ years in Marketing (Carton). CTC : 20 Lacs to 25 Lacs Location: Mumbai Reporting to : Marketing Head Sector : From Printing and Packaging Sector is most preferred Specially from Carton Packaging. Desired profile of the candidate: The candidate...
-
AGM/DGM – Marketing
1 month ago
Mumbai, India TCPL Packaging Full timePosition: Manager: AGM/DGM – Marketing (Carton)Qualification: Graduate /MBA in Marketing.Experience: 10+ years in Marketing (Carton).CTC: 20 Lacs to 25 Lacs Location: Mumbai Reporting to: Marketing Head Sector: From Printing and Packaging Sector is most preferred Specially from Carton Packaging.Desired profile of the candidate: The candidate should be good...