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GM - Regional Service Head

2 months ago

Bengaluru, India Vodafone Idea Limited Full time

Role title: Regional Service Head - (Inhouse & Outsourced Operations), Mobility & IoT, VIBS

Function: Enterprise

Band: M3

Department:Customer Service

Reports to: Cluster Head – Customer Service, VIBS

Dotted reports to: National Head – Customer Service – Mobility & IoT, VIBS

Location: Bangalore

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 strategic accounts across all segments & collections across all account categories, to deliver the best in class customer experience, 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 engage with C- levels, to enhance revenue by creating stickiness through various CVM campaigns, to drive collections (receivables) through focused proactive & reactive measures, to ensure that account service management and virtual service management teams across regions are well organised, trained and motivated to adopt a consultative approach & use 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 and execute strategic initiatives for service & collections including account plans and coverage for all accounts across segments to enhance competitive position in the region 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 Define & agree on SLAs for partner agency

Operational

Compliance to standard servicing norms, monitor customer commitments, intervene proactively and act as an escalation point thereby ensuring minimum service level breaches 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. Proactive root cause analysis, review trending of statistical data and performance reports to identify recurrent issues & fixes, 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 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.