AGM – NSA Service Manager
Job Description
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 |
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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 |
Operational
Developmental
Key performance indicators [max 3]:
|
Core Competencies, Knowledge, Experience |
|
Must have technical / professional qualifications |
|
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership