About: 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 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.
Build a strong feedback mechanism through continuous engagement with stakeholders and customers – to review account performance, conduct audits on RNPS, quality aspects & processes
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 and challenge & motivate people for higher accomplishments
Continuous training & certification on building capabilities, skills, competencies with specific focus on other Lo Bs (Io T, Cloud, FLX etc)
Core competencies, knowledge and experience [max 5]:
12+ years of experience in leading a customer service team with exposure to service delivery and assurance
Experience in managing ‘C’ levels & customer facing roles
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 communication & relationship management skills
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
University Degree in Business/ MBA along with technical qualifications, or equivalent qualification
ITIL Certification on Foundation, Service Operations.
Budget owned:
N.A.
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 - service management, incident and escalation management.
Digital drive & self-service adoption resulting in cost optimization & reduced cost to serve