Regional Service Delivery Manager
6 days ago
At Vodafone Idea Limited, we are seeking a seasoned professional to drive our service delivery and collections strategy. As our Regional Service Delivery Manager - India, you will be responsible for leading a team of service delivery specialists to ensure benchmark levels are met across the customer life cycle for strategic accounts.
We are looking for a strategic account manager who can define and execute initiatives to enhance our competitive position in the region. Your expertise in managing 'C' levels and customer-facing roles will be instrumental in driving service levels and NPS targets. With a proven track record in B2B or Telecom B2B, you will be able to manage in a dynamic, high-growth, high-uncertainty environment.
Key responsibilities will include designing and implementing plans to improve customer experience, guiding and motivating the team to act as consultants, and defining and agreeing on SLAs for partner agencies. You will also be responsible for ensuring compliance to standard servicing norms, monitoring customer commitments, and intervening proactively to ensure minimum service level breaches.
If you have 12+ years of experience in leading a customer service team with exposure to service delivery and assurance, and a proven ability to function within a matrix organization, we want to hear from you. Apply now to join our team and drive service delivery excellence.
Core Competencies, Knowledge, and Experience:
- 12+ years of experience in leading a customer service team with exposure to service delivery and assurance
- Experience in managing 'C' levels & customer-facing roles
- Proven track record in meeting service levels and NPS targets in different situations.
- Prior experience in B2B or Telecom B2B
- Ability to manage in a dynamic, high-growth, high-uncertainty environment.
Must-have Technical/Professional Qualifications:
Desired Competencies/Skills:
- Powerful influencing/ negotiation skills.
- Effective communication & relationship management skills
- Proven ability to function within a matrix organization
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