Gm - Service Excellence

2 weeks ago

Pune, India Vodafone Idea Full time

Job Req ID: 40052- Location: Pune, 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**

Service Excellence Head

**Job Level/ Designation
M3

**Function / Department**

Customer Service

**Location**

Pune

**Job Purpose**

Responsible for building culture of customer centricity in the Circle

Role is required to drive operationalization and execution of TNPS, ss ircles along with execution of Customer Insight processes.

Ensure adherence to all regulatory guidelines for the CS function in the circle, including reporting to Law Enforcing Agencies and internal reporting.

Ensure capability enhancements through structured training interventions

**Key Result Areas/Accountabilities**
- Improve & maintain TNPS KPIs
- Drive Insighting & analysis basis detractor and VOC feedback
- Ensure Process audits and implement** **robust audit methodology and manage all business risks pro-actively to ensure compliance
- Strategize, implement & ensure Regulatory compliance and drive & implement regulatory directives as per requirement and ensure timely & error free reporting to DoT / TRAI.
- Ensure Training delivery, complete coverage and check efficacy of delivery. Training Partner management
- Carry out circle level UATs as per UAT PF guidelines. Ensure correct circle level configurations and checks

Key Accountabilities:

- Meet TNPS KPIs
- Business Improvement Programs : count of Process, Systems & People Improvements for the Year
- Minimal or no non-conformities in any internal / external audits
- Ensure Compliance on critical CS guidelines. First time right implementation of any new regulation
- Training effectiveness through adherence to calendar and guidelines

**Core Competencies, Knowledge, Experience**
- Knowledge and Subject Matter Expertise around VIL processes, and systems
- Ability to lead, influence, create and work within cross-functional team environments
- Operational experience with all phases of telecom customer life cycle like call centre, back office, retention

**Must have technical / professional qualifications**
- Graduate/Post Graduate/ MBA with a min 10+ years of experience in various customer service roles
- Experience of managing telecom operations

**Who can Apply**

Corporate & Circle colleagues currently handling retention roles will be eligible.

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

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