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
Service Excellence & Program Management
Job Level/ Designation
M2/AGM
Function / Department
Enterprise/Customer Service
Location
Mumbai
Job Purpose
To lead end to end service delivery & program management life cycle for Mobility, Managed Mobility & Hosted Mobility Connectivity thereby ensuring benchmark levels for enterprise customers. To meet customer satisfaction levels with support from cross functional teams to achieve the organization’s vision and business objectives. To design and execute the service strategy, develop continuous improvement roadmap thereby ensuring benchmark levels of service across the customer life cycle for strategic enterprise accounts, to create a culture of service excellence and build capability in the eco system, to drive net promoter score, to ensure the service management teams across circles are organised and motivated to use analytics / digital as a means to improve customer experience that can support the organisation’s vision and objectives.
Key Result Areas/Accountabilities
Key accountabilities and decision ownership
[max 5]:
Strategic
Support fresh acquisitions / migrations / MNP / Managed Mobility, Hosted mobility & Be-Spoke projects
Design and implement a plan to improve customer experience based on customer VOC, feedback etc
Guide & motivate the circle teams to innovate and bring appropriate changes in service delivery depending on market realities and demands
Lead process improvement, drive innovation and projects to deliver targeted business value and productivity
Engage with partners & internal stakeholders to ensure initiatives are effectively deployed
Leading automation, developing competencies and driving initiatives to enhance service management processes for improved customer experience, retention & digital transformation thereby driving cost optimization
Operational
Execute end to end operational processes & procedures for effective project delivery
Drive & engage with customers along with cross functional teams to showcase our ability in handling projects during POC and production stage.
Ensure continual engagement with different stakeholders / partners to ensure delivery timelines are met and build a strong feedback mechanism to review performance on quality parameters and process.
Governance and audit initiatives to raise the benchmark continuously to improve CX
Benchmarking and knowledge sharing among Op Cos /similar industries & competition and support the team towards a consultative service approach
Roll-out and Redefine processes with map-gap analysis, network & technological interventions, best practice sharing & ensure implementation / compliance across circles
Participate in new business RFPs and consulting assignments on need basis
Developmental
Keep high levels of team engagement during change management.
Continuous training and certification on building capabilities, skills, competencies etc. with specific focus on new lines of business
Key performance indicators [max 3]:
Project Management: Adherence to TATs for all steps defined in project plan, achieving targets as per business case & ensuring project CSAT survey is received & published.
Highlight risk & discrepancy vs committed business case, seek deviation approvals, form a mitigation plan to meet project deliverables
Creation of differentiated Enterprise (B2B) service experiences for improved RNPS
Design & deploy processes for service management to drive efficiencies, productivity & improved CX
Creation of new digital journeys through automation & system capabilities to drive increased customer experience, reduced opex & adoption
Core Competencies, Knowledge, Experience
10+ years of service experience in leading a Service Delivery and Program Management team & in B2B or telecom B2B with exposure to IT applications & infra development / support initiatives etc
Experience in managing CS partner management for a reputed organization
Ability to manage “C” level engagement, Experience in managing customer facing roles with a proven track record in meeting service levels and NPS targets
Ability to lead and drive cross functional projects & teams to deliver in a dynamic, high- growth, high-uncertainty environment
Must have technical / professional qualifications
Must have technical / professional qualifications:
Strong understanding of Packet Core (PACO) Network, GSM and other serving nodes.
Desired Competencies/ Skills
Powerful influencing/ negotiation skills, effective relationship management skills and proven ability to function within a matrix organization
Strong analytical skills & ability to balance conflicting business & customer interests.
Excellent applied thinking, communication and presentation skills
Ability to create and defend business cases
Strong Team player, Effective communication & decision making skills
Experience in handling CS in a B2B environment
Educational Qualifications
University Degree in Business/ MBA along with technical qualifications, or equivalent qualification
ITIL Certification on Foundation, Service Operations, PMP certification
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership