AGM - NSA Service

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

NSA – Service and Collections Manager

Job Level/ Designation

AGM

Function / Department

VIBS

Location

KOLKATA

Job Purpose

To support & execute the service & collections strategy thereby ensuring benchmark levels are met across the customer life cycle for an identified set of strategic accounts across all segments & collections across specific account categories, to deliver the best in class customer experience, to drive net promoter score and CSAT index across segments,, to drive cost optimization via digital aided channels, to proactively & reactively ring fence the customer base, to engage with C- levels, to enhance revenue by creating stickiness through various CVM campaigns, to drive collections (receivables) through focused proactive & reactive measures, to ensure that account service management teams across regions are well organised, trained and motivated 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

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

Core Competencies, Knowledge, Experience

10+ years of experience in leading a customer service team with exposure to service delivery and assurance

Experience in managing ‘C’ levels & customer facing roles

Proven track record in meeting service levels and NPS targets in different situations.

Ability to manage in a dynamic, high growth, high uncertainty environment. Prior Experience in B2B or Telecom B2B

Must have technical / professional qualifications

Powerful influencing/ negotiation skills

Effective communication & relationship management skills

Proven ability to function within a matrix organization

Strong analytical skills & ability to balance conflicting business & customer interests

Experience in handling CS, CVM & Collections in a B2B environment

Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership