AGM - Process & Service Excellence

Job Req ID: 48379

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.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

VIL is an equal opportunity employer committed to diversifying its workforce.

Role

Process and Service Excellence

Job Level/ Designation

M2

Function / Department

Service Capability, Customer Service / VIBS

Location

Corporate - Mumbai

Job Purpose

• Continuous improvement of processes by proactively supporting upstream and downstream teams like Cluster teams, CNC and the Back Office in identifying opportunities to improve and lead improvement initiatives.

• Continuously benchmark processes, baseline performance

• Identify requirements and needs of the frontend channels and devise ways of improving efficiency.

• Planning and execution of customer centric projects.

• Drive change - ensure that new process changes get established within the operations teams, monitor and report improvements in targeted metrics.

• Drive process transformation and continuous improvement initiatives while building a process excellence culture

• Responsible for system changes & customer service projects & marketing products Pan India roll out.

• Single Point of contact for all UAT's & Process related matters.

Key Result Areas/Accountabilities

Key accountabilities and decision ownership

Strategic -

· Creating service strategy for new products, thereby ensuring a future fit model across customer life cycle.

• Defining product life cycle across VIBS product lines

• To design, deploy & drive quality, customer experience and compliance for VBS across end to end customer life cycle & for all functions/ touch points.

• Mapping customer expectations & deploying robust processes that ensure standardization & superior experience at touch points

• Drive initiatives and process enhancement for improvement of processes leading to improvement in TNPS, churn, bad debt etc.

Operational

• Ops hypercare for new products/ bespoke customer engagements

• Liaise with various stakeholders in corporate & circle for new product/process/capability rollouts

. Systems decision making at various stages for customer & touchpoints impacting tools

Regulatory

• Responsible for Regulatory process changes

. Single Point of contact for CS related regulatory queries and clarification

. Liaise with central regulatory teams to drive changes as directed by DOT & TRAI

. Interpret regulatory documents and policy and co - relate with business functions / process which could potentially be impacted

. Represent business in all regulatory discussions and forums

Core Competencies, Knowledge, Experience

• Graduate with 10 + yrs

• Experience with Telecom/ Service Industry

• Experience in customer service operations / exposure to systems & UAT / process writing

Must have technical / professional qualifications

• Analytical ability

• Process orientation and attention to detail

• Coordination and follow up

• Perseverance

• Negotiation Skills

• Customer obsession

• Speed

Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership