Agm-regional 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 AGM- Regional Service Collection Lead Function Department Enterprise-Customer Service Location Kolkata West Bengal Job Purpose Role 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 supportedacross 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 accountabilities and decision ownership Strategic v 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 v Implement a plan to improve customer experience based on feedback based on customer VOC RNPS C-SAT scores etc v Guide motivate the team to act as a consultant Innovate and bring appropriate changes in service delivery depending on market realities and demands Core competencies knowledge and experience max 5 v 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 targetsin different situations v Prior experience in B2B or Telecom B2B v Ability to manage in a dynamic high growth high uncertainty environment Operational v 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 v Proactive root cause analysis review trending of statistical data and performance reports to identify recurrent issues fixes v Revenue enhancement through service led upsell cross-sell measures campaigns v Customer retention through focused proactive reactive measures to control Voluntary Involuntary Value churn v Motivate and direct the team to drive automation digital agenda with customers to reduce cost to serve v 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 v 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 v 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 Core Competencies Knowledge Experience Must have technical professional qualifications Desired Competencies Skills v Powerful influencing negotiation skills Effective communication relationship management skills v Proven ability to function within a matrix organization v Strong analytical skills ability to balance conflicting business customer interests v Experience in handling CS CVM Collectionsin a B2B environment Developmental v 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 Key performance indicators 1 VIBS RNPS CSAT Key national programs 2 Operational KPI s for customer engagement - service management incident and escalation management 3 Digital drive self-service adoption resulting in cost optimization reduced cost to serve 4 Customer Retention management Revenue enhancement Collections identified receivables bucket Direct reports - 3 RASM across East Vodafone Idea Limited formerly Idea Cellular Limited An Aditya Birla Group Vodafone partnership