AGM - NSA Service

4 weeks ago

Bengaluru, India Vodafone Idea Limited Full time

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.

Role

National Strategic Account Service Manager

Job Level/ Designation

M2/AGM

Function / Department

Enterprise/CS

Location

Bangalore

Job Purpose

To support & execute the service strategy thereby ensuring benchmark levels of service & collections across the customer life cycle for an identified set of strategic accounts for Mobility & IoT products, to deliver the best in class customer experience, to drive net promoter score and CSAT index, to drive cost optimization via digital aided channels, to proactively & reactively ring fence the customer base, to drive customer engagement programs, C-Levels, lead service improvement / development plans, to enhance revenue by creating stickiness through various CVM campaigns, to drive collections (receivables) through focused proactive & reactive measures, to adopt a consultative approach & use analytics as a means to improve customer experience that can support the organisation’s vision & objectives.

Key Result Areas/Accountabilities

Implement the service & collections strategy to deliver differentiated services for an identified set of National strategic accounts in order to enhance competitive position in the region Implement a plan to improve customer experience based on feedback from customer VOC, RNPS, C-SAT scores etc. Act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.

Operational

Customer engagement via digital medium, field interactions, formal service reviews, other engagement programs that cater to the customer’s evolving service needs for Mobility & IoT products. Initiate service improvement plans to ensure open issues are addressed, service levels & customer commitments are met. Support service development plans in conjunction with the account team. Compliance to standard servicing norms, monitor customer commitments, intervene proactively and act as an escalation point to ensure minimum service level breaches Revenue enhancement through service led upsell/ cross-sell measures & campaigns Customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn. Drive the digital agenda with customers to reduce cost to serve To ensure that payments receivables are collected for an identified set of National strategic accounts within a defined period for an identified bucket therebyincreasing incremental revenue from the existing base.

Developmental

Continuous training & certification on building capabilities, skills, competencies with specific focus on other LoBs (IoT, Cloud, FLX etc)

Key performance indicators [max 3]:

VIBS RNPS, CSAT & Key national programs Operational KPI’s for customer engagement - service management, incident and escalation management. Digital drive & self-service adoption resulting in cost optimization & reduced cost to serve Customer Retention management, Revenue enhancement, Collections (identified receivables bucket)

Core Competencies, Knowledge, Experience

7+ years of experience in face to face customer management, preferably in managing large base of Mobility & IoT products. Ability to manage “C” level engagement. Prior experience in B2B or Telecom B2B Proven track record in meeting service levels, Collections and NPS targets in different situations

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