Gm - Service Operations

3 weeks ago


Kolkata, India Vodafone Idea Full time

Job Req ID: 40450- Location: Kolkata, 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.

To own and deliver Customer Experience across core Inbound & outbound contact channels (Customer Care 111/198, Tele-verification, Dealer Help Line & Outbound) for designated Cluster through strategic planning, consistent execution, collaborative and robust engagement with peers (corporate and circles) and partners

Key Accountabilities
- Channel Evolution and Expansion - Track and plan proactive evolution of both Inbound and Outbound call centre channels through building domain knowledge as well as consumer and cross-channel insights
- Customer Service Operations - Manage and deliver operations effectiveness through engagement, review and governance with internal teams, circles and partners to deliver key targeted customer experience outcomes from both IBCC and OBCC
- Partnership - including partnership structure design, partner identification and selection, contract design and closure, operations and governance reviews and strategic relationship management
- Benchmarking and Analytics - Cross-industry, intra-industry and intra company channel benchmarking and insights to monitor and measure the necessary KPIs so that we remain the operator and company of choice
- Cost Planning - Plan, Budget and track channel service costs at overall national and circle level and ensuring budgets are met through both rigorous operations planning & forecasting as well as regular cost review processes. Ensuring Revenue Retention through targeted Customer Retention
- People Management - Lead a motivated team of Ops Quality and Training Leads. Strong Partner & Circle Management + Higher Corporate interface

**Core Competencies, Knowledge, Experience, Technical / Professional Qualifications**
- 10-15 years of operations and management experience, bulk of it in service industries, with 4-5 years as an Operations lead managing and delivering experience and business outcomes for a large service process for a leading organization
- Domain Expertise - Deep and continuously refreshed understanding of customer experience processes, across the gamut of operations, systems, training and quality.
- Partnership Management - Own, build and manage partner relationships to extract necessary long-term win-win outcomes
- People Management skills - communication, inter-personal skills, collaboration, coaching and motivation as well as the ability to mediate/influence/direct key outcomes in the interests of the customer and business. Build & devlop 2nd in line for the overall cluster
- Strong Execution skills - Extracting deliverables on a day-to-day, month-on-month and quarter-on-quarter basis through effective analytics and implementation skills with partner, circle and cross-functional teams

**Key Performance Indicators**
- Service Levels, Answered %age, UC/Repeat %age
- TNPS
- Retention from outbound
- Insights on process improvements
- NPS - GH scores & Gap with competition

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



  • Kolkata, India ans management consulting services Full time

    **GM - Sales & Marketing (paint Industry)** **Responsibilities**: - Oversee sales and marketing activities to achieve corporate revenue goals. - Plan and assign daily workload to sales team. - Interview, hire and train sales representatives. - Evaluate performance of sales team and provide appropriate feedback. - Provide guidance to sales representatives...

  • KAM National GMS

    4 weeks ago


    kolkata, India Cabinet de Recrutement Maesina Full time

    Société : Si vous recherchez une PME dynamique en agro-alimentaire, qui s’est hissée n°2 sur son marché en 10 ans, où la prise de décision et la responsabilisation des équipes est centrale, et que vous êtes animé par la négociation alors n’hésitez pas à postule ! Missions principales : Rattaché au Directeur d’Enseignes et...


  • Kolkata, India Talent Integrators Full time

    DGM/GM - Procurement Seeking dynamic experienced Procurement professional (Capex & Opex) for large Indian business house in Steel, Power, - To ensure effective execution of all procurement activities for CAPEX and OPEX to drive operational performance excellence across the business/projects- To develop & implement project procurement strategies & activities...

  • Service Technician

    4 weeks ago


    Kolkata, India BOSCH Service center Full time

    Required technician to repair electric, pneumatic and engine operated power tools. Experience in related field is required. Should be resident of kolkata of nearby locality. **Salary**: ₹7,000.00 - ₹9,000.00 per month **Speak with the employer** +91 9836967700

  • Service Technician

    4 weeks ago


    Kolkata, India BOSCH Service center Full time

    Required technician to repair electric, pneumatic and engine operated power tools. Experience in related field is required. Should be resident of kolkata of nearby locality. **Salary**: ₹7,000.00 - ₹9,000.00 per month Schedule: - Day shift **Speak with the employer** +91 9836967700


  • Kolkata, India JLL Full time

    Sr. Executive-Facilities What’s your ambition? Is it a big goal or small steps? Professional or personal? We’d like to know because at JLL, we make your ambitions our business. And if you have ambitions in (Workplace), join us to be inspired by the best.  Main Job Duties and Responsibilities This role will be responsible for managing all aspects...

  • Service Technician

    4 weeks ago


    Kolkata, West Bengal, India BOSCH Service center Full time

    Required technician to repair electric, pneumatic and engine operated power tools. Experience in related field is required. Should be resident of kolkata of nearby locality. **Salary**: ₹7,000.00 - ₹9,000.00 per month Schedule: - Morning shift **Speak with the employer** +91 9836967700


  • Kolkata, India Paradise Placement Consultancy Full time

    Responsibilities:- Responsible for defining, implementing & maintaining of Quality Management System and related process.- Overseeing the Organization wide Quality mapping, management and Improvement Process.- Responsible for Process and Product Control,- Responsible for New Product development and Product end use at Customer's end.- Leading the QA Team in...


  • kolkata, India Paradise Placement Consultancy Full time

    Responsibilities :- Responsible for defining, implementing & maintaining of Quality Management System and related process.- Overseeing the Organization wide Quality mapping, management and Improvement Process.- Responsible for Process and Product Control,- Responsible for New Product development and Product end use at Customer's end.- Leading the QA...

  • Gem Operator

    4 weeks ago


    Kolkata, India BOSCH Service center Full time

    Required to make quotations and take orders for tenders on GEM portal **Job Type**: Part-time Part-time hours: 12 per week **Salary**: ₹6,000.00 - ₹10,000.00 per month Shift: - Day shift Ability to commute/relocate: - Kolkata, West Bengal: Reliably commute or planning to relocate before starting work (preferred) **Experience**: - total work: 1...

  • Sr. Associate

    4 hours ago


    kolkata, India Vialto Partners Full time

    Job Description & Summary: A career in our Global Mobility Services practice, within People and Organisation Consulting services, will provide you with the opportunity to help our clients reset their talent strategies and deliver extraordinary business results through their people. We focus on evaluating and managing their unique challenges so our...

  • Sr. Associate

    4 weeks ago


    Kolkata, India Vialto Partners Full time

    Job Description & Summary: A career in our Global Mobility Services practice, within People and Organisation Consulting services, will provide you with the opportunity to help our clients reset their talent strategies and deliver extraordinary business results through their people. We focus on evaluating and managing their unique challenges so our...


  • Salt Lake, Kolkata, West Bengal, India NextGen Recruitment ventures Limited Full time

    **Title: Executive (Operations, Delivery and Client Servicing)** **Job Type**: Full time, permanent position. **Role**:Operations & Delivery Management **The job will involve**:The job role will give you an opportunity to learn the details of both campus and lateral recruitment industry, employment assessment & testing process and work with all levels of...

  • Operations Supervisor

    4 weeks ago


    Kolkata, India ZORRRO DELIVERIES PRIVATE LIMITED Full time

    Job Vacancy: Operations Supervisor Company: Zorrro Location: Kolkata, West Bengal, India Zorrro, a fast-growing B2B logístical solutions and B2C convenience services provider based in Kolkata, is seeking a highly motivated and experienced Operations Supervisor to join our dynamic team. As an Operations Supervisor, you will play a crucial role in...

  • Sr. Associate

    4 hours ago


    kolkata, India Vialto Partners Full time

    Job Description & Summary: A career in our Global Mobility Services practice, within People and Organisation Consulting services, will provide you with the opportunity to help our clients reset their talent strategies and deliver extraordinary business results through their people. We focus on evaluating and managing their unique challenges so our...

  • Sr. Associate

    4 weeks ago


    Kolkata, India Vialto Partners Full time

    Job Description & Summary: A career in our Global Mobility Services practice, within People and Organisation Consulting services, will provide you with the opportunity to help our clients reset their talent strategies and deliver extraordinary business results through their people. We focus on evaluating and managing their unique challenges so our...

  • Service Coordinator

    4 weeks ago


    Kolkata, India AMC GROUP Full time

    **Section - A**: Service Coordinator for AMC Crane Service Department in which you have keep a note of all the service movement of all the service team of cranes. You need to ensure all the visits which are on paid are billed. You has ensure that all the offers which needs send to be send all the customers after customer visit & inspection are being given...


  • Kolkata, India Vodafone Idea Limited Full time

    Role TL IP/MPLS Operations Job Level/ Designation M2 Function / Department Technology / Transport Location  Kolkata Hiring Manager  Sukumar Das Job Purpose Responsible for Circle IP/MPLS based transport network operationalization, product capability validation, sign off, KPI & SLA benchmarking, develop measures...

  • Service Advisor

    4 weeks ago


    Kolkata, India Universal TVS Full time

    Service Advisor to have minimum 1 year of prior relevant experience. Key responsibilities of Service Advisor: - Evaluate Vehicle & check for complaints to be resolved - Provide customers with information & advice on warranty protections. - Maintain positive customer relationships to ensure repeat business - Manage & oversee the dealerships workflow and...


  • Kolkata, India SBI Mutual Fund Full time

    This position is responsible for managing Customer Service and Operations for Kharagpur location. Candidate will be expected to manage Customer Service and Branch Operations and maximize Customer Satisfaction and managing relationships.