AGM - Service and Collections Manager
4 weeks ago
Vodafone Idea Limited is a leading telecom service provider in India, offering pan-India voice and data services across 2G, 3G, and 4G platforms. The company is committed to delivering exceptional customer experiences and contributing to the growth of a digital India.
Role
NSA - Service and Collections Manager
Job Level/Designation
AGM
Function / Department
VIBS
Location
Kolkata
Job Purpose
To execute the service and collections strategy, ensuring benchmark levels are met across the customer life cycle for strategic accounts. This includes delivering best-in-class customer experiences, driving net promoter scores, and cost optimization through digital channels.
Key Result Areas/Accountabilities
- Define and execute strategic initiatives for service and collections, including account plans and coverage for strategic accounts.
- Implement a plan to improve customer experience based on feedback from customer VOC, RNPS, and C-SAT scores.
- Guide and motivate the team to adopt a consultative approach and use analytics to improve customer experience.
Core Competencies, Knowledge, Experience
- 10+ years of experience in leading customer service teams with exposure to service delivery and assurance.
- Experience in managing 'C' levels and customer-facing roles.
- Proven track record in meeting service levels and NPS targets in different situations.
- Ability to manage in a dynamic, high-growth, high-uncertainty environment.
Vodafone Idea Limited
An Aditya Birla Group and Vodafone partnership
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