Manager - Regional Account 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
Regional Service Account Manager

Location
Mumbai

Band
M1

Job Purpose
Ensuring benchmark levels of service across the customer life cycle for enterprise accounts, to proactively & reactively ring fence the customer base, to adopt a consultative approach & use analytics / digital as a means to improve customer experience, to engage with C- level, drive customer engagement programs & deliver on service improvement / development plans to enhance customer satisfaction index across enterprise products

Key Result Areas/Accountabilities

• Compliance to standard norms, monitor customer commitments across products, intervene proactively and act as an touch point to ensure minimum service level breaches
• Build a strong feedback mechanism through continuous engagement with stakeholders and accounts – to review account performance,
• Conduct C-SAT on quality parameters & process
• Revenue enhancement via customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn. Upsell/ cross-sell to enhance account revenue.
• Drive automation & digital agenda with customers to reduce cost to serve

Core Competencies, Knowledge, Experience

• 5+ years of experience in leading a customer service team with exposure to service delivery and assurance.
• Experience in managing customer facing roles for a reputed organization with a proven track record in meeting service levels and RNPS targets
• Prior experience in B2B or Telecom B2B

Key Performance Indicators

• Churn & Revenue Management: Customer retention – Ring fence Sub base & Value churn, Revenue enhancement – Upsell / Cross-sell & Cost optimization – Reduce cost to serve
• Customer engagement - Field service management, Incident management, Escalation management & Management reporting
• Drive customer first agenda – RNPS, NPS & CSAT
• Digital drive and self-service adoption

Must Have Technical / Professional Qualifications

• University Degree in Business preferably with technical qualifications, or equivalent qualification
• Powerful influencing/ negotiation skills, effective communication & relationship management skills and proven ability to function within a matrix organization
• Strong analytical skills & ability to balance conflicting business & customer interests.
• Experience in handling CS in a B2B environment
• Experience in handling Mobility & IoT Service Support

Vodafone Idea Limited
(formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership