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Service Delivery Director
1 week ago
Job Summary
The Regional Service Lead at Vodafone Idea Limited will lead the development and execution of service delivery and collections strategies across identified strategic accounts. The successful candidate will be responsible for improving customer experience, increasing revenue, and ensuring minimum service level breaches.
Main Responsibilities:
- Develop and execute strategic initiatives for service and collections, including account plans and coverage for all accounts across segments.
- Design and implement a plan to improve customer experience based on retention, customer VOC, SLA compliance, RNPS, etc.
- Motivate and guide the team to act as consultants, innovate, and bring appropriate changes in service delivery depending on market realities and demands.
- Monitor customer commitments, intervene proactively, and act as an escalation point to ensure minimum service level breaches.
- Review and analyze trends in statistical data and performance reports to identify recurrent issues and fixes, potential capacity, and performance issues.
Requirements:
- 12+ years of experience in leading a customer service team 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.
- Prior experience in B2B or Telecom B2B.
- Ability to manage in a dynamic, high growth, high uncertainty environment.
