Regional Service Delivery and Collection Manager

5 days ago

Delhi, Delhi, India Vodafone Idea Limited Full time

Vodafone Idea Limited is a leading telecom service provider in India, partnering with the Aditya Birla Group and Vodafone Group. We are committed to delivering delightful customer experiences and contributing to a truly 'Digital India' by enabling millions of citizens to connect and build a better tomorrow.

We strive for a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. Our goal is to build and maintain a diverse workforce that reflects our Values of Passion, Boldness, Trust, Speed, and Digital.

We are an equal opportunity employer, committed to attracting and retaining the best talents. Our recruiting efforts are directed towards creating a diverse and inclusive workforce.

Our company ensures equal employment opportunity without discrimination or harassment based on various characteristics protected by law.

Role Purpose:

To support and execute the service and collections strategy, ensuring benchmark levels are met across the customer life cycle for strategic accounts across all segments and collections across all account categories.

Key Accountabilities and Decision Ownership:

  • Define and execute strategic initiatives for service and collections, including account plans and coverage for all accounts across segments to enhance competitive position in the region.
  • Design and implement a plan to improve customer experience based on retention, customer VOC, SLA compliance, and RNPS.
  • Guide and motivate the team to act as consultants, innovate, and bring appropriate changes in service delivery depending on market realities and demands.
  • Define and agree on SLAs for partner agencies.

Operational:

  • Compliance to standard servicing norms, monitor customer commitments, intervene proactively, and act as an escalation point to ensure minimum service level breaches.
  • Monitor and review SLA compliance of the virtual service desk (VSD), intervene proactively, and act as an escalation point to ensure minimum SLA breaches.
  • Proactive root cause analysis, review trending of statistical data, and performance reports to identify recurrent issues and fixes, potential capacity and performance issues.
  • Revenue enhancement through service-led upsell/cross-sell measures and campaigns.
  • Customer retention through focused proactive and reactive measures to control Voluntary, Involuntary, and Value churn.
  • Motivate and direct the team to drive automation and digital agenda with customers to reduce cost to serve.
  • Ensure that payments receivables are collected within the defined period for an identified bucket through various process enhancements, thereby increasing incremental revenue from the existing base.
  • Build a strong feedback mechanism through continuous engagement with stakeholders and customers to review account performance, conduct audits on RNPS, quality aspects, and processes.
  • 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.
  • Responsible to ensure automated processes run smoothly, support partner with cross-functional team coordination.

Developmental:

  • Creating an environment of high engagement during change management and challenge and motivate people for higher accomplishments.
  • Continuous training and certification on building capabilities, skills, competencies with specific focus on other LoBs (IoT, Cloud, FLX, etc).

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 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.

Must Have Technical/Professional Qualifications:

Desired Competencies/Skills:

  • Powerful influencing/negotiation skills.
  • Effective communication and relationship management skills.
  • Proven ability to function within a matrix organization.
  • Strong analytical skills and ability to balance conflicting business and customer interests.
  • Experience in handling CS, CVM, and Collections in a B2B environment.

Education Qualifications:

  • University Degree in Business/MBA along with technical qualifications, or equivalent qualification.
  • ITIL Certification on Foundation, Service Operations.

Budget Owned:

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