Agm-fulfilment & Iot Service

3 weeks ago

Ahmedabad, India Vodafone Idea Full time

Job Req ID: 41890- Location: Ahmedabad, 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 title: Cluster Lead - Fulfilment & IOT Program Management

Function: Customer Service

Band: M2

Department: Enterprise

Reports to: Cluster Head - Customer Service, VIBS

Dotted reports to: National Head - Customer Service - Mobility & IoT, VIBS

Location: Ahmedabad

**Role purpose**:
To lead end to end service delivery life cycle for Mobility and IOT customers for an identified cluster, thereby ensuring benchmark levels for enterprise customers. To exceed customer satisfaction level by meeting the committed delivery timelines with support from cross functional teams.

**Key accountabilities and decision ownership**

**[max 5]**:
**Strategic**
- Ability to drive projects from scratch with a customer centric and a consultative attitude.
- Drive fresh acquisitions / migrations / MNP / Managed Mobility / Hosted Mobility & Be-Spoke projects
- Governance and process adherence for effective project management

**Operational**
- Execute end to end operational processes & procedures for effective project delivery
- Ensure continual engagement with different stakeholders to meet timelines.
- Drive quality, audit initiatives and raise the benchmark continuously to improve customer experience.
- Evolve SLA and KPI driven operations across clusters to provide best in class delivery

**Developmental**
- Continual training and certification on building service capabilities, skills with specific focus on new LOBs
- **Core competencies, knowledge and experience **[max 5]**:

- 5+ years of experience in face to face customer management with a proven track record
- Ability to manage “C” level engagement
- Project management expertise
- Ability to deliver in a dynamic, high
- growth, high-uncertainty environment.
- Prior experience in B2B or Telecom B2B

**Must have technical / professional qualifications**:
**Desired Competencies/ Skills**
- Strong Team player and Good stakeholder-management skills
- Strong influencing & negotiation skills
- Decision making skills and ability to balance conflicting interests
- Effective communication & inter-personal skills
- Proactive in approach with positive attitude
- Vendor/ Partner Management

**Educational Qualifications**
- Graduate / MBA from reputed institute
- Project Management certification (added advantage)

**Budget owned**:
Non-Financial Dimensions

**Key performance indicators [max 3]**:

- Project Management: Adherence to TATs for all steps defined in project plan, achieving targets as per business case & ensuring project CSAT survey is received & published.
- Relationship Management: Coordinate with customers and across functions to ensure project delivery as per the scope and timelines.
- Communication: Achieve and regularly highlight risk, form a mitigation plan against deliverables as per the defined project deliverable.
- Reporting: Regular MIS and reporting to keep all the stakeholders updated on project status.

**Direct reports**:

- N.A.

Dotted reports:

- N.A.

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

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