AGM-Reg Service

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 Government Segment - Service & Collection Lead

Job Level/Designation M2 (AGM)

Function/Dept VIBS Customer Service

Location Kolkata, West Bengal

Job Purpose To drive service and collections for Government segment accounts by building strong relationships with government Auth signatories, ensuring seamless service experience, and driving timely collections through proactive engagement. The role will also lead Field Service & Collection managers and Collection agencies in achieving collection targets while identifying growth opportunities from existing accounts. The role serves as a customer advocate and cross-functional service leader focused on the Government vertical. In addition, the role will closely monitor government tenders, identify probable churn scenarios & threat to Bad debt , work with Government Segment teams for early risk mitigation, and ensure complete involvement in retention efforts & reduction of AR & Bad debt to safeguard both revenue

Key Result Areas/Accountabilities 1. Customer Service & Retention

• Act as the primary touchpoint for all Government segment accounts across the circle
• Build and maintain strong relationships with Government-authorized signatories to ensure customer satisfaction and trust
• Ensure resolution of service requests within SLA timelines and proactively address escalations
• Drive structured customer connects to improve RNPS and overall experience
• Keep a regular track on government tenders and evaluate potential churn risks arising from them
• Identify early signals of churn and work closely with Government Segment teams on probable churn accounts
• Ensure proactive retention strategies with complete involvement to safeguard both revenue and number of connections
• Track churn metrics and drive cross-functional initiatives for churn reduction
• Manage network related complaints by coordinating with the network team, ensuring timely follow up for closure and resolution
• Drive Collections
• Achievement of Collection KPIs like Monthly Collections, Bad debt Reduction, improvemnt in DSO & Reduction in AR through proactive strategies and governance
• Monitor and ensure collections through FSMs and Collection agency partners for the allocated set of accounts
• Identify high-risk accounts and initiate proactive follow-up and preventive actions to reduce exposure
• Controlling Involuntary Churn
• Team development and management
• Governance & Team Management
• Supervise and guide Field Service Managers (FSMs) and Collection agency partners to meet service and Collection targets
• Ensure daily/weekly reviews with teams and take corrective actions for any deviation
• Track performance metrics and provide inputs for business improvement and revenue protection
• Ensure 100% adherance of Payment & TDS posting process compliance
• Tracking & Posting of GTDS postings
• Growth & Cross Sell Enablement
• Support sales teams by identifying service led opportunities to upsell or cross sell within Government accounts
• Leverage service relationships to unlock new opportunities and drive higher wallet share from existing accounts

Core competencies, Knowledge & experience a) 8+ years of experience in service delivery and collections, preferably in Government or enterprise segments

• Strong understanding of collection KPIs (Bad Debt, DSO, AR) and proactive retention strategies
• Ability to identify early churn signals and drive customer engagement to protect revenue and connection base
• Strong cross-functional collaboration with sales, finance, and network teams
• Drive performance governance, SLA adherence, and structured customer connects
• experience in handling Government authorized signatories and navigating tender driven business environments
• Exposure to managing teams including FSMs and collection partners across geographies

Must have technical / professional qualifications a) Graduate or above

• Good influencing, negotiation, and stakeholder management skills
• Ability to operate effectively in a matrix structure and manage multiple government accounts
• Strong data interpretation skills for MIS, collection tracking, and performance governance

Vodafone Idea Limited
(formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership