GM - Service Excellence Head

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

Service Excellence Head

Job Level/ Designation

M3

Function / Department

Customer Service

Location

Mumbai

Job Purpose

Responsible for building culture of customer centricity in the Circle

Role is required to drive operationalization and execution of TNPS, 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

Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership