Gm - Service Excellence

Job Req ID: 45547- Location: Ahmedabad, IN- Function: Other- 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.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL is an equal opportunity employer committed to diversifying its workforce.

**Role Title**

Service Excellence Head

**Function**

Customer Service Head

**Sub Function/ Vertical/ Department**

Service Excellence

**Band**

M3

**Location**

Ahmedabad, Gujarat
- **Job Purpose (In one or two sentences)**
- Strategize, Manage & build culture of customer centricity in the Circle

Drive operationalization and execution of TNPS across Circles for both brands along with execution of Customer Insight processes.
- To ensure adherence to all regulatory guidelines for the CS function in the circle, including reporting to Law Enforcing Agencies and internal reporting.
- Ensure capability enhancements through structured training interventions
- **Key Accountabilities / Key Result Areas (Max 5)**
- Improve & maintain TNPS KPIs
- Drive Insighting & analysis basis detractor and VOC feedback - drive change
- **Ensure Process audits and implement **robust audit methodology and manage all business risks pro-actively to ensure compliance
- Strategize, implement & ensure Regulatory compliance and drive & implement regulatory directives as per requirement and ensure timely & error free reporting to DoT / TRAI.
- Execute & monitor adherence to regulatory requirements across all circles
- To represent VIL at meetings arranged by regional TRAI offices
- Respond to Corporate teams on any show cause notice from DoT/TRAI
- Ensure Training delivery, complete coverage and check efficacy of delivery.

Training Partner management
- Carry out circle level UATs as per UAT PF guidelines. Ensure correct circle level configurations and checks
- **Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)**
- Knowledge and Subject Matter Expertise around VIL processes, and systems
- Ability to lead, influence, create and work within cross-functional team environments
- Operational experience with all phases of telecom customer life cycle like call centre, back office, retention
- **Key Performance Indicators (Max 5)**
- Meet TNPS KPIs
- Business Improvement Programs : count of Process, Systems & People Improvements for the Year
- Minimal or no non-conformities in any internal / external audits
- Ensure Compliance on critical CS guidelines. First time right implementation of any new regulation
- Training effectiveness through adherence to calendar and guidelines
- **Annual Budget Owned / Key Quantitative Parameters like Workforce managed etc.**
- Own customer Experience scores for the circle.
- High impact because of Financial disincentives due to non-compliances
- **Risks, Challenges, Job Context (Short Description)**

**Ever changing business dynamics need a balanced approach towards meeting objectives and adhering to norms.**

**To establish uniform customer experience & compliance.**

**Risks Challenges**
- **Far too many processes for audit**
- **Driving action plan implementation to avoid reoccurrence of non-conformity**
- **Quantification of all non-conformances to show business benefits**
- **Voluminous manual data handling**
- **Varied systems and processes**
- **Understanding of compliance requirements**
- High penalties and financial disincentives
- **Job purpose of Direct Reports & Dotted Reports**

Direct Report / Dotted Report Position

Job Purpose

Process Audits & Customer Experience Executiv