AGM-VSD Partner Ops
Vodafone Idea
Location:
Mumbai, Maharashtra, IN
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Function: VIBS
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.
We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.
VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.
VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.
VIL is an equal opportunity employer committed to diversifying its workforce.
Role
AGM – VSD Partner Ops Lead
Job Level/ Designation
AGM
Function / Department
CS- Service Operations
Location
Chennai
Job Purpose
Role Overview
This will be a Corporate role responsible for the West Cluster Virtual Service Desk
Roll involves managing a Tier1 outsourced business partners operating from Mumbai and will be the Primary contact for the location
This Role will be Accountable & responsible for the below activities
Closely Track, Analyze & efficiently drive team Performance.
Generate MIS & Operations reports for listed support desks.
Track & drive Quality Of transactions in line with functional deliverables.
Delivery of SLAs for to enhance Customer experience
Key Metrics covered: Customer Satisfaction/Service Levels/Internal Quality Audits/ Close looping effectiveness
Segment wise customer meet Virtual & Face to Face is mandatory for this role and driving improvement as per customer feedback and expectation
Cross functional engagement with respective stakeholders to resolve customer’s open issues and Support
Work with Network team to improve and enhance customer experience and close loop on open issues
Customer engagement - Virtual service team performance, Incident management, Escalation management & Management reporting
Drive customer first agenda – RNPS resolution of customer RAG complaints
Digital drive and self-service adoption
Partner Compliance & Management
Design and implement a plan to improve customer experience based on retention, SLA compliance, C-SAT scores etc.
Define Strategic guidelines for virtual service team on account coverage, customer responses, requests & complaints handling, monitor & audit on compliance to standard norms, provide guidance and lead the team towards excellence
Key Result Areas/Accountabilities
Operations Management
Ensure adherence to SLAs / KPIs as per company norms and SOW
Would have to represent Virtual Service Desk in both internal and External audits and certifications
Should be able to take independent decisions on operational governance
Ensure partner operates in line with contractual polices, guidelines and predefined KPI’s
Guide & motivate the team to act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.
Monitor & review SLA compliance of the Virtual Service Desk, intervene proactively and act as an escalation point to ensure minimum SLA breaches.
Track and review all hygiene parameters WRT out calling attempts, updating of customer MOM and most importantly closing of all customer complaints
Operational excellence
Motivate and direct the team to drive automation & digital agenda with customers to reduce cost to serve.
Manage the financial aspect of customers’ services, ensuring that 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.
Process Governance
Implementation of standardized processes and reengineering for enhancing customer experience
Enhancing process automation tools to make the fit for purpose
Projects and initiatives to improve customer experience and improve on customer communications
Mapping productivity against agent and team to bring best outcome to serve customer
Ensuring all relevant application ID’s are working at partner site for all employees
Core Competencies, Knowledge, Experience
Technical Know-how of customer Lifecyle and service management
Should have knowledge of mobility operations Enquiry, requests and complaints
Managing and streamlining operations
Attitude towards meeting customer first agenda
Self-starter- must be proactive
Must have technical / professional qualifications
5+ years of experience in leading a customer service team and/or partner management.
Experience in managing and interacting with vendors, back office operations for a reputed organization.
Proven track record in meeting service levels and NPS targets in different situations.
Prior experience in B2B or Telecom B2B
Good Communication Skills
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership