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Job Description

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.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

VIL is an equal opportunity employer committed to diversifying its workforce.

Role

National Strategic Account Service Manager

Job Level/ Designation

M2 / NSA Service Manager

Function / Department

Customer Service

Location

Pune - Corporate

Job Purpose

To support & execute the service strategy thereby ensuring benchmark levels of service & collections across the customer life cycle for an identified set of strategic accounts for Mobility & IoT products, to deliver the best in class customer experience, to drive net promoter score, to drive cost optimization via digital aided channels, to proactively & reactively ring fence the customer base, to drive customer engagement programs, C-Levels, lead service improvement / development plans, to enhance revenue by creating stickiness through various CVM campaigns, to drive collections (receivables) through focused proactive & reactive measures, to adopt a consultative approach & use analytics as a means to improve customer experience that can support the organisation's vision & objectives.

Key Result Areas/Accountabilities

Strategic

- Implement the service & collections strategy to deliver differentiated services for an identified set of National Strategic Accounts in order to enhance competitive position in the region
- Implement a plan to improve customer experience based on feedback from customer VOC, RNPS scores etc.

Operational

- Customer engagement via digital medium, field interactions, formal service reviews & other engagement programs that cater to the customer's evolving service needs for Mobility & IoT products.
- Initiate service improvement plans to ensure open issues are addressed, service levels & customer commitments are met. Support service development plans in conjunction with the account team.
- Compliance to standard servicing norms, monitor customer commitments, intervene proactively and act as an escalation point to ensure minimum service level breaches
- Revenue enhancement through service led upsell/ cross-sell measures & campaigns
- Customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn.
- Drive the digital agenda with customers to reduce cost to serve
- To ensure that payments receivables are collected for an identified set of National strategic accounts within a defined period for an identified bucket.

Developmental

Continuous training & certification on building capabilities, skills, competencies with specific focus on other LoBs (IoT, Cloud, FLX etc)

Core Competencies, Knowledge, Experience

- 8+ yearsof experience in face to face customer management, preferably in managing large base of Mobility & IoT products.
- Ability to manage C level engagement.
- Prior experience in B2B or Telecom B2B
- Proven track record in meeting service levels, Collections and NPS targets in different situations

Must have technical/ professional qualifications

- 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 and Collections in a B2B environment

Educational Qualifications:

- University Degree along with technical qualifications or equivalent. MBA is a plus.

ITIL Certification on Foundation, Service Operations.

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