AGM-Service Operations – Contract Governance & Partner Management

January 9, 2023

Job Overview

  • Date Posted
    January 9, 2023
  • Location
  • 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

CC & BO – Planning & Support – Team Member

Job Level/ Designation

M2

Function / Department

Customer Service – Corporate / Service Partner Operations

Location

Mumbai

No of Positions

1

Job Purpose

  • To manage contracts with existing and new partners (Existing/New Contract creation/renewal, Extension/Termination/PIP) for Service Partner Operations.
  • Continuously benchmarking of contracts to ensure best in class delivery to VIL
  • Extending support to operations team for necessary guidance

Key Result Areas/Accountabilities

  • Contact Centre Agreements & Compliance -Ensuring all the Contact Center agreements due for renewal are completed within specified timelines.
  • Ongoing compliance checks with respect to Contract adherence. Innovation and benchmarking of Contracts. 
  • Centralized Billing & Pay-outs – Design and implement a Centralized billing model for Contact Centres.
  • Facilitate Contact Centre & BackOffice planning for the FY- Budgeting, capacity planning, and deployment for all the LOB’s of SPO vertical.
  • Monitor budgets and spends’ trends and liaise with all stakeholders for budgetary alignments for SPO
  • Transition related support across LOBs

Core Competencies, Knowledge, Experience

  • Understand all CS & contact center Cost Drivers and Monitor levers effecting the same.
  • Understand financial process of booking and provisioning Cost and highlight impacts to stakeholders for needful correction in operations / provisions.
  • Co-ordination with Cross functions to deliver key requirements for service partners and operations.

Must have technical / professional qualifications

  • Graduate/Postgraduate  with 6-10 years of relevant experience with 3-4years in telecom domain
  • Sound knowledge of BPO operations
  • Good communication & negotiation Skills

Who can Apply

Corporate & Circle colleagues currently handling Service Operations role, Service partner management role or similar roles in any other vertical are eligible.

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