Gm - Service Operations

Job Req ID: 40450- Location: Kolkata, 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.

To own and deliver Customer Experience across core Inbound & outbound contact channels (Customer Care 111/198, Tele-verification, Dealer Help Line & Outbound) for designated Cluster through strategic planning, consistent execution, collaborative and robust engagement with peers (corporate and circles) and partners

Key Accountabilities
- Channel Evolution and Expansion - Track and plan proactive evolution of both Inbound and Outbound call centre channels through building domain knowledge as well as consumer and cross-channel insights
- Customer Service Operations - Manage and deliver operations effectiveness through engagement, review and governance with internal teams, circles and partners to deliver key targeted customer experience outcomes from both IBCC and OBCC
- Partnership - including partnership structure design, partner identification and selection, contract design and closure, operations and governance reviews and strategic relationship management
- Benchmarking and Analytics - Cross-industry, intra-industry and intra company channel benchmarking and insights to monitor and measure the necessary KPIs so that we remain the operator and company of choice
- Cost Planning - Plan, Budget and track channel service costs at overall national and circle level and ensuring budgets are met through both rigorous operations planning & forecasting as well as regular cost review processes. Ensuring Revenue Retention through targeted Customer Retention
- People Management - Lead a motivated team of Ops Quality and Training Leads. Strong Partner & Circle Management + Higher Corporate interface

**Core Competencies, Knowledge, Experience, Technical / Professional Qualifications**
- 10-15 years of operations and management experience, bulk of it in service industries, with 4-5 years as an Operations lead managing and delivering experience and business outcomes for a large service process for a leading organization
- Domain Expertise - Deep and continuously refreshed understanding of customer experience processes, across the gamut of operations, systems, training and quality.
- Partnership Management - Own, build and manage partner relationships to extract necessary long-term win-win outcomes
- People Management skills - communication, inter-personal skills, collaboration, coaching and motivation as well as the ability to mediate/influence/direct key outcomes in the interests of the customer and business. Build & devlop 2nd in line for the overall cluster
- Strong Execution skills - Extracting deliverables on a day-to-day, month-on-month and quarter-on-quarter basis through effective analytics and implementation skills with partner, circle and cross-functional teams

**Key Performance Indicators**
- Service Levels, Answered %age, UC/Repeat %age
- TNPS
- Retention from outbound
- Insights on process improvements
- NPS - GH scores & Gap with competition

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