Gm - Vi Stores Operations

Job Req ID: 41219- Location: Mumbai, IN- Function: Retail- About:

- Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

**Role**

Vi Stores Lead

**Job Level/ Designation
M3

**Function / Department**

Postpaid / Vi Store Operations

**Reports to**

EVP - Vi Stores Operations, Postpaid

**Location**

Mumbai

**Job Purpose**

To drive and facilitate Vi Stores adherence to the defined national processes, deliver on the agreed productivity of experience led sales, and ensuring service excellence through zero service denials and resolution of all non-network service issues at the touch points.

**Key Result Areas/Accountabilities**
- The incumbent would require to be a keen observer of market dynamics & competition. Devise strategy to widen market penetration; simultaneously look at strategies to increase Revenue Market Share (RMS) and Customer Market Share (CMS) in that market for Vi stores
- Assisting National Vi Store Retail operations head in target planning and budget allocation, Running Projects for retail business for various key business deliverables.
- Periodically revisiting the efficacy of the NIP construct of the Vi Stores work force and come up with recommendations to evolve as per the business needs along
- Keep a tab on the movement of the KPIs in tandem with the R & R programs being run for Vi Stores
- To Ensure Commercials, Legal compliance, Go to Market and Last mile delivery (Fulfilment) in all National project.
- Digital Adaptation of Sales Processes
- To Drive projects nationally which enhances digital adaptation in various acquisition process
- To drive tech enablement and automation projects to meet changing business dynamics and redistribution landscape. Implementation of productivity tools with focus on increasing productivity and establishing performance culture.
- Lead integration projects-Integration projects and Process compliance to enhance Customer Experience across and footprints nationally
- Driving methods of constantly improving on customer service elements leading to better TNPS, control on complaints, EQ scores
- Setting up a governance and following up with Circle Vi Store Head for CAPA of complaints and processes to drive business process re-engineering
- Full ownership of complaints accrued from Vi stores as a part of escalation management

**Core Competencies, Knowledge, Experience**
- Proven operation excellence
- Problem solving, strategic & analytical capabilities
- Process improvement mind set
- Ability to influence other functions for alignment on priorities related to the Vi Stores vertical

**Must have technical / professional qualifications**
- Preferably an MBA
- 10+ years of experience in Retail (Own Stores) Operations/Management

**No. of Direct Reports**

nil

**Vodafone Idea Limited** (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership