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National Lead

1 month ago

Mumbai, Maharashtra, India Vodafone Idea Limited Full time

Vodafone Idea Limited is a leading telecom service provider in India, offering pan-India voice and data services across 2G, 3G, and 4G platforms. As a National Lead - Retention, Digital & Experience, you will be responsible for leading and managing experience initiatives for the FLX business, which comprises National and Global Strategic Accounts, Government accounts, and SME accounts with a projected growth rate of approximately 10% yearly.

The role will also involve leading retention initiatives across business segments, planning, projections, and tracking success. Additionally, you will lead the digital service agenda for the FLX business and champion the implementation of the service management model through technology interactions.

Key Responsibilities:

  • Deliver on National Business KPIs of VIBS Service Assurance through various measures directly or indirectly
  • Forecast and plan revenue impact through churn and factor it in DB planning exercises for cluster teams, Carrier teams, and national teams
  • Monitor performance against targets and intervene as necessary with business-facing initiatives like pricing interventions, commercial & Product discussions, as well as technology interventions as needed to retain customers
  • Strengthen the governance process around churn to minimize revenue variance and predict impact accurately
  • Provide necessary support with data and analytics to the service assurance teams nationally along with Service operations to meet revenue churn targets
  • Formulate initiatives on the Vi FLX customer-facing platform and drive digital adoption across the base
  • Use bots and other digital tools to enhance experience and reduce time to resolve/eliminate customer complaints
  • Plan capex spends to manage the tool and integrate it into the overall Vi Business Care strategy for FLX
  • Analyse customer feedback on the tool and work upon enhancements with IT demands and roll-outs
  • Create, implement, and monitor the service management model of all customer segments and teams of Vi Business FLX in systems and reporting
  • Track service improvement plans and efficacy with necessary technology/network interventions by analysis and interventions
  • Improve the RNPS scores of the FLX business with product, technology, or people interventions
  • Enhance the product lifecycle at the time of launch or BAU to meet customer expectations
  • Drive compliance of regulatory guidelines pan-India for FLX and track as necessary
  • Ensure correct reporting of various service assurance metrics nationally to govern improvement via trends
  • Create necessary dashboards to give visibility at national, cluster level across segments and products
  • Measure performance of all teams and individuals nationally against set targets for performance reporting and rewards
  • Own the annual national Budgets as well as driving compliance to the costs budgeted
  • Drive performance across various models of ownership from direct reporting, dotted reporting, on-roll employees, off-roll employees, and outsourced partners

Requirements:

  • Minimum 15 years of experience in handling FLX products at corporate and regional levels
  • Strong understanding of Fixed Line products and services
  • Should have worked for business on Customer retention and Value Management, along with Digital tools
  • Should have worked on Fixed line churn control projects and enable the Service team on Retention tools by working with Product, Commercial, and Account teams
  • Should be able to identify and drive digital journey for FLX customer experience
  • Should have team management and vendor management experience of 10 years
  • Post Graduate