Agm-mobility Back Office Site

Job Req ID: 41304- Location: Mohali, 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 purpose**:

- Will be a Central corporate role with PAN India responsibilities across Enterprise Mobility & IoT for all segments
- Roll involves managing a tier 1 outsourced business partner located across 2 geographies( Chandigarh & Pune) with manpower of ~150 FTE and 5 lines of businesses
- Will be responsible for timely governance of partner KPI’s and capacity to ensure better experience to end customers and operations are in line with allocated budgets
- Will be responsible for TNPS Improvements/customer eperience ,volumes reductions and increase in First time right ratio
- Process reengineering through automation, digitization and cost optimization.
- The role would also involve providing intelligence to corporate SPOCS. Cluster teams, Service Management Team and all Relevant Stakeholders to take informed decisions and improve internal processes
- To facilitate a smooth acquisition journey as well as be a support mechanism for the entire Sales fraternity for the order to Cash journey involving Enterprise Code creation.
- Ensure first time right activations for IoT customers and reduce complaints due to provisioning issues
- Manage escalations desk dealing with SLT & appellate escalations and social media escalations.
- Work with Corp & cluster CFT’s to agree & drive actions to improve Cxx
- Be the escalation level for cluster service management teams to help in timely resolving customer issues and deploy fix.

**Key accountabilities and decision ownership**

Service Performance and Operations Support for EBO

**Operation Management**:Implement and drive Governance and Control to deliver contact Centre KPI targets for the team and LOB. Monitor the Service performance, formulate comprehensive strategy plan to ensure successful delivery on time and within budget. Ability to Handle Incident, Problem and Change management

**Interfaces with Customers/Stakeholders**:Manage customer /stakeholder relationships, their expectations (and define acceptance criteria), and to understand requirements of business and customer to ensure they are translated into technical delivery

**Partner Management**: Periodic performance reviews with Partners against defined deliverables and engage with partners to drive improvements.

Ensure Opex is within allocated budget

**Team Management**:Effectively manage team through robust performance management and keep the team highly motivated to help deliver to the performance targets through strong/consistent employee engagement activities. Mentor, coach and educate all employees on operational policies and procedures.

**Process improvement project**:Redesigning of existing Process and realigning all the Partners to follow the same Guidelines. New Product Onboarding and Service Strategies. Setting up Process and creating SOW and LWI.

**Core competencies, knowledge and experience**
- Telecom industry experience with inclusive awareness of telecom products -Mobility.Needs to clearly understand the IOT world with an expert understanding of stakeholder management, people management, and operations management
- Partner/vendor Management
- Managing and streamlining operations
- Attitude towards meeting customer first agenda
- Problem Solver
- Proactive and Independent

**Must have technical / professional qualifications**:

- Qualifications: Graduation in any field
- Professional Certifications like Six Sigma / CCNA / Agile may add advantage.
- Overall Experience: 12-15 years
- Experience of handling Large Scale Contact Centre Set up
- People Management

**Key performance indicators**:

- Contact Centre KPIs of Service Levels,
- Maintain FTR
- TNPS Improvement.
- Reduce agent errors month on month
- Outsourced partners to work as per SOW and within budget
- Implementation of automation and digitization

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