Assistant General Manager - Virtual Service Desk Partner Operations Lead

AGM-VSD Partner Ops

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

Experience Level

Senior Level