Agm - Service Management

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 Service Management Lead Job Level Designation M2 AGM Function Dept VIBS Customer Service Location Cluster - West Central Location - Mumbai Job Purpose To drive cluster service teams on customer experience by ensuring higher RNPS accelerating digital adoption and enabling impactful customer connects that reduce both involuntary and voluntary churn while lowering the percentage of unpaid accounts The role will act as the voice of the customer advocating for service excellence and customer-centric actions across functions Key Result Areas Accountabilities 1 Customer Experience Enhancement a Drive RNPS to exceed 95 by ensuring timely and effective resolution of service issues b Improve customer connect quality with a target of 90 through structured and value-based customer interactions c Act as the voice of the customer to influence cross-functional improvements d Ensure all service management and customer experience-related activities are executed effectively by driving the service team at the cluster 2 Digital Adoption Process Efficiency a Ensure 90 digital adoption b Drive Promote usage of digital VIBA and tools across customer accounts c Identify and eliminate process gaps impacting digital journey or experience 3 Retention Collections a Drive voluntary and involuntary churn through proactive engagement and account-level interventions b Drive reduction of unpaid accounts by follow-ups escalations and preventive actions C Lead 4-6 month projects to reduce churn by through cross-functional collaboration and cluster initiatives Core competencies Knowledge experience a 7 years of experience in customer service preferably handling Mobility IoT accounts b Drive RNPS improve service quality and manage voluntary involuntary churn at the cluster c Strong exposure to digital tools customer journey improvements and process optimization d Capability to lead cross-functional teams and manage stakeholder engagement at a cluster level e Experience in B2B Enterprise with a focus on service assurance and collections Must have technical professional qualifications a Strong influencing negotiation skills to drive outcomes with internal external teams b Effective communication relationship management across functions and customer levels c Ability to operate within a matrix organization and deliver measurable impact Vodafone Idea Limited formerly Idea Cellular Limited An Aditya Birla Group Vodafone partnership