General Manager Consumer Operation

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 7 locations: Albania, Egypt, Hungary, India, Romania, Spain and the UK.

Over 29,000 highly skilled individuals are dedicated to being Vodafone Group's partner of choice for talent, technology, and transformation. We deliver the best services across IT, Business Intelligence Services, Customer Operations, Business Operations, HR, Finance, Supply Chain, HR Operations, and many more.

Established in 2006, VOIS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.

In 2009, VOIS started operating in India and now has established global delivery centres in Pune, Bangalore and Ahmedabad. With more than 14,500 employees, VOIS India supports global markets and group functions of Vodafone, and delivers best-in-class customer experience through multi-functional services in the areas of Information Technology, Networks, Business Intelligence and Analytics, Digital Business Solutions (Robotics & AI), Commercial Operations (Consumer & Business), Intelligent Operations, Finance Operations, Supply Chain Operations and HR Operations and more.

• Lead the delivery of best-in-class services to VOIS clients, ensuring alignment with strategic objectives and account growth.
• Manage account P&L, service revenue retention, billed work, and partner satisfaction.
• Identify and resolve service gaps to prevent customer complaints and maintain competitive rankings.
• Oversee compliance, business continuity planning, and consistent service delivery across locations.
• Drive revenue through 'Sales through Service' and 'Cross Sell' initiatives, supporting market expansion.
• Collaborate with operations managers and partners to improve First Contact Resolution and Net Promoter Score.
• Define operational frameworks and lead business plan implementation with local market leadership.
• Translate service agreements and functional plans into actionable roadmaps.
• Engage with stakeholders to ensure service operational requirements are met.
• Compile customer requirements and ensure consistent partner experience.
• Monitor and improve KPIs including service levels, quality standards, and customer satisfaction.
• Lead performance and experience initiatives including NPS, FCR, and engagement scores.
• Grow business with existing partners and manage end-to-end customer experience.
• Handle escalated customer cases and drive continuous improvement.

• Committed to putting customers first and delivering results through collaboration.
• Skilled in managing change and making a personal impact.
• Strong communicator with internal and external stakeholders.
• Advanced knowledge of customer care and service channels.
• Proven ability to build and grow business relationships.
• Experienced in business-critical projects and commercial awareness.
• Proficient in data analysis and translating metrics into customer insights.
• Highly motivated, objective-focused, and passionate about customer experience.
• Skilled in Excel, PowerPoint, Access, Visio, and project tools.
• Willing to travel quarterly.
• Background in offshoring is essential.

Worried that you don't meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.

India:

VOIS is proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees' growth and enables them to create a positive impact on themselves and society. We do not discriminate based on age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.

As a result of living and breathing our commitment, our employees have helped us get certified as a Great Place to Work in India for four years running. We have been also highlighted among the Top 10 Best Workplaces for Millennials, Equity, and Inclusion, Top 50 Best Workplaces for Women, Top 25 Best Workplaces in IT & IT-BPM and 10th Overall Best Workplaces in India by the Great Place to Work Institute in 2024. These achievements position us among a select group of trustworthy and high-performing companies which put their employees at the heart of everything they do.

By joining us, you are part of our commitment. We look forward to welcoming you into our family which represents a variety of cultures, backgrounds, perspectives, and skills

Apply now, and we'll be in touch