Gm-service Assurance

Job Req ID: 40868- Location: Mumbai, 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.

Role profile

Role title: Service Lead OTT-Telco (Carrier)

Function: Customer Service

Band:
Department:
Reports to: Head - Service Assurance

Location: Mumbai

**Role purpose**:
Service Assurance role is to be a bridge between Customer expectation and Network / Operational reality. OTT, Telco segment customers have in-depth Subject and Industry Knowledge - Expectation is to effectively manage their High Expectations.

Building CXO Level customer relationships across different cultures and in key markets across geography.

Understanding Market Dynamics, Driving Data-Analytics and continuous Innovation, Building Service Capability and Go-to-Market Strategy for a Future-Fit Service Organization.

To ensure Upskilling the team with New products, Services, Industry Trends to deliver Results in Complex Business and Market scenario.

**Key accountabilities and decision ownership**

**[max 5]**:
**Strategic**
- Industry best practices and First time initiatives to be implemented across the echo system to deliver better customer experience.
- Drive strategic initiatives for innovative and Future-fit solutions.
- Synergise with business, NOC and propose a service model to ensure deliverables in line with organizations objective.
- Define and agree on effective processes with NOC and other resolving workgroups for smooth engagement and improved customer experience.
- Partner Management, Complete Life Cycle Management and Global ambassador for Key segments like OTT, Telco etc.

**Operational**
- Manage Key customer for OTT, Telco Segment in sync with circle / NOC teams to ensure process and priorities are aligned.
- Build an effective Escalation processes with respective workgroups and business.
- Ensure close engagement with NOC, Field operations to ensure optimal Service availability and minimizing fault restoration time.
- Build a strong feedback mechanism through continuous engagement with stakeholders and customers - to review SLA performance, evaluate KQI on service levels.
- Ensure effective handover of process during operationalization of any new product / services from customer support perspective.
- Ownership of customer SLAs and Effective Communication are key deliverables for Customer Life Cycle Management

**Core competencies, knowledge and experience **[max 5]**:

- Minimum 18+ years of relevant experience in customer service along with domain knowledge of Telecom Network and Technologies.
- Should be effective in dealing with Cross-functional Teams, building Synergy to drive towards achieving organizational goal.
- Should have managed Customers and Multi-locational and Virtual teams in customer services for fixed line.
- Proven track record in meeting service levels and C-SAT targets in challenging situations.
- Effective “C” level Customer engagement and Relationship Management.

**Must have technical / professional qualifications**:
**Desired Competencies/ Skills**
- Good Telecom Networking understanding and should able to understand the service architecture.
- Ability to manage customer escalations and drive internally to ensure faster resolution.
- Efficient in Monitoring Processes, Execution Gap-Analysis and identifying areas for continual improvement.

**Educational Qualifications**
- Graduate degree/diploma in Electrical/Electronics and or Telecommunication with relevant telecom experience (min10 years)

**Budget owned**:
Drive reduction in opex cost - Migrating from third party vendor to On-Net for last mile connectivity.

Reduce Opex cost through Digital Adoption

Upsell as a Service Drive for Revenue Enhancement opportunities

**Key performance indicators **[max 3]**:

- Ensure meeting and exceeding C-SAT.
- 100% revenue retention and ensure no service credit due to performance issue.
- Process re-engineering and operational efficiency.
- Drive high level of customer engagement and ensure committed deliverables.

Direct reports: 3

Dotted reports: 7

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