AGM - Reg Virtual Service Mgmt Lead

1 month ago

Ahmedabad, 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 purpose:

To support & execute the service & collections strategy thereby ensuring benchmark levels are met across the customer life cycle for an identified set of enterprise accounts across all segments & collections across account categories, to drive net promoter score and CSAT index across segments,, to drive cost optimization via digital aided channels, to proactively & reactively ring fence the customer base, to enhance revenue by creating stickiness through various CVM campaigns, to drive collections (receivables) through focused proactive & reactive measures, to ensure that virtual service management teams across regions are well organised, trained and motivated to adopt analytics as a means to improve customer experience that can support the organisation’s vision & objectives.

Key accountabilities and decision ownership

[max 5]:

Strategic

Define & execute strategic initiatives for the regional virtual service desk on account coverage, customer responses, requests & complaints handling, audits & compliance to standard servicing norms. Define & agree on SLAs for partner agency Design and implement a plan to improve customer experience based on retention, Customer VoC, SLA compliance, RNPS etc. Guide & motivate the team to act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.

Operational

Monitor & review SLA compliance of the virtual service desk (VSD), intervene proactively and act as an escalation point to ensure minimum SLA breaches - conduct audits on quality parameters and service levels. Build a strong feedback mechanism through continuous engagement with partner, internal stakeholders and customers Proactive root cause analysis, review trending of statistical data and performance reports to identify recurrent problems, potential capacity & performance issues. Revenue enhancement through service led upsell/ cross-sell measures & campaigns Customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn. Motivate and direct the team to drive automation & digital agenda with customers to reduce cost to serve To ensure that payments receivables are collected within the defined period for an identified bucket through various process enhancement thereby increasing incremental revenue from the existing base. Manage the financial aspects by ensuring all contracted services are billed accurately and as per the contracted frequency, and that any issues preventing payment of invoices are resolved in a timely manner. Responsible to ensure automated processes run smoothly, support partner with cross functional team coordination

Developmental

Creating an environment of high engagement during change management, challenge & motivate the partner for higher accomplishments Continuous training & certification on building capabilities, skills, competencies with specific focus on other LoBs (IoT, Cloud, FLX etc)

Core competencies, knowledge and experience [max 5]:

7+ years of experience in leading a customer service team and partner management. Experience in managing service operations Proven track record in meeting service levels and NPS targets in different situations. Prior experience in B2B or Telecom B2B Ability to manage in a dynamic, high growth, high uncertainty environment.

Must have technical / professional qualifications:

Desired Competencies/ Skills

Powerful influencing/ negotiation skills. Effective 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, CVM & Collections in a B2B environment

Educational Qualifications

MBA / Graduate along with technical qualifications, or equivalent qualification ITIL Certification on Foundation, Service Operations (added advantage)

Budget owned:

Financial Dimensions (TBD)

Pay outs to vendors/ partners for on-going service support Manage budgets for operations

·

Non-Financial Dimensions

·

Key performance indicators [max 3]:

VIBS RNPS, CSAT & Key national programs Operational KPI’s for customer engagement – virtual 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) Partner compliance & management

Direct reports: circle structure

Virtual Service Managers (Off Roll)

Dotted reports:

N.A.

Vodafone Idea Limited  (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership

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