Agm - Digital - Service Efficacy

Job Req ID: 41458- Location: Mumbai, 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.

**Role**

Digital - Service Efficacy

**Job Level/ Designation
M2/AGM

**Function / Department**

Customer Service/Digital & Self Care

**Location**

Mumbai

**Job Purpose**

The Job holder is responsible for mapping the end to end customer touchpoints that illustrate the steps the customers go through in engaging with the company, across personas, channels and platforms and thereby facilitating the organisation to identify and understand the customer’s actions, motivations, queries and barriers across the journey with the objective of:

- The position will be responsible for measuring and reporting Service Touchpoints Efficacy
- Cost of servicing and reflective TNPS/ NPS
- Establish service score card for various touchpoints and channels
- Design and deploy the framework for Corrective Actions and Preventive Actions (CAPA)
- Identify break points in the customer journeys (Online and Offline)
- Work with functional heads to agree on process and technology fixes for identified break points
- Design and deploy seamless and effortless fixes in the customer journeys
- Program manage the CAPA

Analyze factors which impact the customer loyalty scores, identify the opportunity areas and propose them to the management with detailed study

**Key Result Areas/Accountabilities**
- **Service Footprint Efficacy**: Create a analytics and BI framework to support the Customer Service Organisation to dynamically assess
- Cost of servicing and the shift across online and offline platforms
- Quality of service across platforms and delivery modes.

**Strategic Governance**
- Map the end to end journey of customer for both digitally and offline acquired customers that illustrate the steps customer(s) go through in engaging with the company (across personas and channels), whether it be an activation, recharge, MNP, customer servicing. Identify Customer’s Actions, Motivations, Questions and Barriers across the journey.
- Establish a cost of servicing framework for each service touch point
- Map the TNPS/NPS customer experience score against each touchpoint
- Dashboard the Service Efficacy

**Break Point Analysis**:

- Identify the broken areas/pain points across these touchpoints.
- Review customer communication across the life cycle. Rationalize and simplify communication.
- Create a core group (cross functional team)to work on the identified areas with cross functional core group; Define key milestones & review mechanisms

**Customer Experience: Corrective Action and Preventive action (CAPA)**
- Lead the action planning with cross functional team on key break points
- Work closely with functional owners to agree on process and technology fixes.
- Program manage the reporting and dashboarding of CAPA initiatives

**Cross functional Management**
- Alignment with stakeholders on program management.
- Ensure closure of CAPA items
- Relationship management with stakeholders and Business Partners

**Core Competencies, Knowledge, Experience**
- Relationship management and ability to partner/influence (e.g. EPMO)Call centre management experience will be strong positive
- Risk Manager who can balance policy and governance with moving quickly.
- Change Management professional
- Program Management of organization level cross functional programs
- Understanding of end-to-end customer life cycle
- Experience in driving customer VOC based improvement
- Exposure to quality tools and processes
- Ability to influence Functional/ Department heads and take decisions
- Ability to manage cross functional teams
- Excellent communication skills.

**Must have technical / professional qualifications**
- MBA with experience in managing the digital journeys in the B2C space viz. Fintech, Telecom, of a large national or multinational group.

**Years of Experience**

8-10

**Direct reports**

Nil

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