Manager-regional Account Service

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 RASM Job Level Designation M1 - Manager Function Department VIBS - Customer Service Location Hyderabad 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 across all segments to deliver the best in class customer experience 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 drive customer engagement programs 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 v Implement the service collections strategy to deliver differentiated services for an identified set of strategic accounts in order to enhance competitive position in the region v Implement a plan to improve customer experience based on feedback based on customer VOC RNPS C-SAT scores etc v Act as a consultant Innovate and bring appropriate changes in service delivery depending on market realities and demands Operational v Customer engagement via digital medium field interactions formal service reviews other engagement programs that cater to the customer s evolving service needs v Initiate service improvement plans to ensure open issues are addressed service levels customer commitments are met Churn management Customer retention and churn reduction VOL INVOL MNP Base churn to be maintained at less than 2 Collections AR reduction Collection achievement at 102 BD 2 AR Reduction 10 DSO reduction less than 30 days Digital adoption 70 ViBA payments 100 ViBA registration SMP to be maintained 100 RNPS LTR 90 and RNPS Response 50 Learning Development Complete 100 of all assigned LMS assessments reach EXPERT category of SMCP assessments Be available to address all customer queries and disputes coordinate with sales teams and channel partners and ensure 100 customer interactions every month Core Competencies Knowledge Experience 3 to 5 years of experience in face to face customer management Ability to manage C level engagement Prior experience in B2B or Telecom B2B Must have technical professional qualifications Powerful influencing negotiation skills Effective communication relationship management skills Proven ability to function within a matrix organization Vodafone Idea Limited formerly Idea Cellular Limited An Aditya Birla Group Vodafone partnership