Gm - Nsa Service

Job Req ID: 43970- 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 purpose**:
To support & execute the service & collections strategy thereby ensuring benchmark levels are met across the customer life cycle for an identified set of national strategic accounts & collections, to deliver the best in class customer experience, to drive net promoter score and CSAT index, to drive cost optimization via digital aided channels, to proactively & reactively ring fence the customer base, to engage with C- levels, to enhance revenue by creating stickiness through various CVM campaigns, to drive collections (receivables) through focused proactive & reactive measures, to ensure that account service management teams across regions are well organised, trained and motivated to adopt a consultative approach & use analytics as a means to improve customer experience that can support the organisation’s vision & objectives. Own the end to end contractual deliverables for Service obligations and be accountable for all aspects of service assurance & management to Startegic customers.

**Key accountabilities and decision ownership**

**Strategic**
- Define and execute strategic initiatives for service & collections including account plans and coverage for national strategic set of accounts to enhance competitive position in the region
- Implement a plan to improve customer experience based on feedback such as customer VOC, RNPS, C-SAT scores etc.
- Guide & motivate the team to act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands
- Own overall customer experience of the allocated Strategic accounts

**Operational**
- Compliance to standard servicing norms, monitor customer commitments, intervene proactively and act as an escalation point for National strategic accounts service managers, thereby ensuring minimum service level breaches
- Proactive root cause analysis, review trending of statistical data and performance reports to identify recurrent issues & fixes
- Revenue enhancement through service led upsell/ cross-sell measures & campaigns
- Customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn.
- Motivate and direct the team to drive automation & digital agenda with customers to reduce cost to serve
- Ensure that payments receivables are collected within the defined period for an identified bucket through various process enhancement thereby increasing incremental revenue from the existing base.
- Build a strong feedback mechanism through continuous engagement with stakeholders and customers - to review account performance, conduct audits on RNPS, quality aspects & processes
- Engaging with cross functional teams to ensure seamless customer experience ( Sell, Build and Run )

**Developmental**
- Creating an environment of high engagement during change management and challenge & motivate people for higher accomplishments
- Continuous training & certification on building capabilities, skills, competencies with specific focus on other LoBs (IoT, Cloud etc)

**Key performance indicators**:

- VIBS RNPS, CSAT & Key national programs
- Operational KPI’s for customer engagement - service management, incident and escalation management.
- Digital drive & self-service adoption resulting in cost optimization & reduced cost to serve
- Customer Retention management, Revenue enhancement, Collections (identified receivables bucket)
- People Management & Capability development

**Core competencies, knowledge and experience**:

- 15+ years of experience in leading a customer service team with exposure to service delivery and assurance
- Experience in managing ‘C’ levels & customer facing roles
- Proven track record in meeting service levels, collections and NPS targets in different situations.
- Prior experience in B2B or Telecom B2B with respect to end-to-end customer life cycle.
- Ability to manage in a dynamic, high growth, high uncertainty environment.

**Desired Competencies/ Skills**
- Powerful influencing/ negotiation skills.
- Effective commu