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Agm- Reg Ser&collections(Outsourced Ops)

5 months ago

Bengaluru, India Vodafone Idea Full time

Job Req ID: 41407- Location: Bangalore, 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 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**

Regional Service Mgmt & Collectn Lead

**Job Level/ Designation**

M2

**Function / Department**

VIBS

**Location**

Bangalore

**Job Purpose**

To support & execute the service & collections strategy thereby ensuring benchmark levels are met across the customer life cycle for an identified set of enterprise accounts across all segments & collections across account categories, to drive net promoter score and CSAT index across segments, to drive cost optimization via digital aided channels, to proactively & reactively ring fence the customer base, to enhance revenue by creating stickiness through various CVM campaigns, to drive collections (receivables) through focused proactive & reactive measures, ensure that virtual service management teams are well supported across the region, act as the fast track intermediary and escalation point where a physical visit may be required & use analytics as a means to improve customer experience that can support the organisation’s vision & objectives.

**Key Result Areas/Accountabilities**
- Strategic
- Define and execute strategic initiatives on service & collections including account coverage, level 2 customer responses, requests & complaints handling, compliance to standard servicing norms across segments to enhance competitive position in the region
- Implement a plan to improve customer experience based on feedback based on customer VOC, RNPS, C-SAT scores etc.
- Guide & motivate the team to act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.
- Define & agree on SLAs for partner agency
- Compliance to standard servicing norms, monitor customer commitments, intervene proactively and act as an escalation point for virtual service manager, thereby ensuring minimum service level breaches
- Proactive root cause analysis, review trending of statistical data and performance reports to identify recurrent issues & fixes
- Revenue enhancement through service led upsell/ cross-sell measures & campaigns
- Customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn.
- Motivate and direct the team to drive automation & digital agenda with customers to reduce cost to serve
- Ensure that payments receivables are collected within the defined period for an identified bucket through various process enhancement thereby increasing incremental revenue from the existing base.
- Build a strong feedback mechanism through continuous engagement with partner, internal stakeholders and customers - to review account performance, conduct audits on RNPS, quality aspects & processes
- Manage the financial aspects by ensuring all contracted services are billed accurately and as per the contracted frequency, and that any issues preventing payment of invoices are resolved in a timely manner.
Developmental
- Creating an environment of high engagement during change management, challenge & motivate the partner for higher accomplishments
v Continuous training & certification on building capabilities, skills, competencies with specific focus on other LoBs (IoT, Cloud, FLX etc)

**Core Competencies, Knowledge, Experience**

**10+ years of experience in leading a customer service team, with exposure to service assurance and partner management.**
**v** Experience in managing ‘C’ levels & customer facing roles**
**v** Proven track record in meeting service levels and NPS targets in different situations.**
**v** Prior experience in B2B or Telecom B2B**
**v** Ability to manage in a dynamic, high growth, high uncertainty environment.**

**Must have technical / professional qualifications**
- **Desired Competencies/ Skills**
- Powerful influencing/ negotiation skills
- Effective communication & relationship management skills
- Proven ability to function within a matrix organization.
- Strong analytical skills & ability to balance conflicting business & customer interests.
- Experience in handling CS, CVM & Collections in a B2B environment
**Educational