AGM – Regional service mgmt &collections

Role

Regional service management & collections Lead (Inhouse Ops)

Job Level/ Designation

AGM (M2)

Function / Department

Enterprise

Location

Pune

Job Purpose

• To manage and deliver revenue growth from allocated Strategic accounts.
• To drive a focused account strategy adopting Vodafone Winning Complex Sales model to grow VF share in these accounts pan India across integrated Mobility, Fixed Line & Focused products
• Deliver the best in class customer experience with a high NPS score. To Farm and create new hunting opportunities in these accounts and grow VF wallet and mind share.

Key Result Areas/Accountabilities

Revenue Growth Management

Define and execute strategic initiatives for service & collections including account plans and coverage for a strategic set of accounts across segments to enhance competitive position in the region

Implement a plan to improve customer experience based on feedback based on customer VOC, RNPS, C-SAT scores etc.

Guide & motivate the team to act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands

Formulates strategies to market for nominated Strategic accounts in conjunction with the Propositions and industry segments area

Engagement with various circles to deliver the national revenue growth ( HQ and NHQ)

Drives accelerated revenue growth by identifying potential markets for new and existing products and services in targeted accounts

To achieve the product specific revenue targets for Mobility, Fixed Line & other products.

Works with Service Manager to optimise the customer relationship to assist in winning new accounts

Assesses customer and market trends and provides timely and accurate revenue forecasting.

Sets and manages the P&L of allocated Strategic accounts and responsible for the delivery of the P& L

Product Penetration Management

Analyses statistical data related to prospective client business and industry to identify market trends for Vodafone products and services to assist with winning new customers.

Influences VI Account Sponsors and Group decision makers to secure appropriate resource and delivery to nominated customers within milestones and timeframes

Deliver the best in class customer experience with a high NPS score

Replicating the best practices across all the HQ-NHQ locations

Escalation contact for all customer experience related issues

Core Competencies, Knowledge, Experience

• 10+ years of experience in leading a customer service team with exposure to service delivery and assurance
• Previous experience doing large scale business development

Must have technical / professional qualifications

• Experience in managing ‘C’ levels & customer facing roles
• Must have experience in enterprise solution selling for fixed line & Non Mobility products,
• Must be Post Graduate candidate
• Must have P&L experience and be able to acquire business profitably