AGM – Reg. Service & Coll. Lead TN

VIBS
IN, Chennai
February 21, 2023

Job Overview

  • Date Posted
    February 21, 2023
  • Location
    IN, Chennai
  • Expiration date
    --

Job Description

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.

Role

Reg. Service & Coll. Lead TN

Job Level/ Designation

M2

Function / Department

Enterprise

Location

Chennai

Key Result Areas/Accountabilities
  • Compliance to standard servicing norms, monitor customer commitments, intervene proactively and act as an escalation point for virtual service manager, thereby ensuring minimum service level breaches.
  • Proactive root cause analysis, review trending of statistical data and performance reports to identify recurrent issues & fixes
    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 partner, internal 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.

Core Competencies, Knowledge, Experience
  • 7+ years of experience in leading a customer service team, with exposure to service assurance and partner management.
  • 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

Graduate- Full time regular

Desired: MBA

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


Related Jobs