Gm - Nsa Service

Job Req ID: 47089
- Location: Pune, IN
- Function: VIBS
- 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 purpose**:
To support & execute the service & collections strategy thereby ensuring benchmark levels are met across the customer life cycle in the regional/cluster for the identified set of national strategic accounts & collections, to deliver the best in class customer experience, to drive net promoter score, to drive cost optimization via digital aided channels, to proactively & reactively ring fence the customer base, to engage with C- levels, to enhance revenue by creating stickiness through various CVM campaigns, to drive collections (receivables) through focused proactive & reactive measures, to ensure that account service management teams across regions are well organised, trained and motivated to adopt a consultative approach & use analytics as a means to improve customer experience that can support the organisation’s vision & objectives. Own the end to end contractual deliverables for Service obligations and be accountable for all aspects of service management & collections.

**Key accountabilities and decision ownership**

**Strategic**
- Define and execute strategic initiatives for service & collections including account plans and coverage for National Strategic Accounts to enhance competitive position in the region
- Implement a plan to improve customer experience based on feedback such as customer VOC, RNPS scores etc.
- Guide & motivate the team to act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands

**Operational**
- Compliance to standard servicing norms, drive customer commitments, intervene proactively and act as an escalation point for National strategic accounts service managers, thereby ensuring minimum service level breaches
- Proactive root cause analysis, review trending of statistical data and performance reports to identify recurrent issues & fixes
- Revenue enhancement through service led upsell/ cross-sell measures & campaigns
- Customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn.
- Motivate and direct the team to drive automation & digital agenda with customers to reduce cost to serve
- Ensure that payments receivables are collected within the defined period for an identified bucket.
- Build a strong feedback mechanism through continuous engagement with stakeholders and customers - to review account performance, conduct audits on RNPS, quality aspects & processes
- Engaging with cross functional teams to ensure seamless customer experience (Sell, Build and Run)

**Developmental**

Creating an environment of high engagement during change management and challenge & motivate people for higher accomplishments

Continuous training & certification on building capabilities, skills, competencies with specific focus on other LoBs (IoT, Cloud etc)

**Key performance indicators**:

- VIBS RNPS, Operational KPI’s for customer engagement - service management, incident and escalation management.
- Digital drive & self-service adoption resulting in cost optimization & reduced cost to serve
- Customer Retention management & Collections (AR & BD reduction, Collection %, velocity etc)
- People Management & Capability development

**Core competencies, knowledge and experience**:

- 15+ year