General Manager - Cluster Customer Service Head

GM - Cluster Service Head

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.

1. Job Purpose

 

To create and implement customer journeys in the cluster, ensure benchmark levels of service across the customer life cycle for Enterprise customers.

To drive customer satisfaction index, for enterprise business products, thereby increasing our wallet share.

 

       2 .Key Accountabilities / Key Result Areas (Max 5)

Strategic

• Define & Execute VIBS customer service strategy for fixed & mobility products in the cluster.
• Provide thought leadership on local execution and capability to win more in the market place by enabling resources through best practises.

Operational

• Manage cluster operations (Mobility &, fixed line), Back Office and Projects fulfilment. Monitor & review SLA compliance for customers across products, intervene proactively to ensure minimum SLA breaches
• Build a strong service recovery mechanism through continuous engagement with internal stakeholders and C level customers, thereby creating a strong service proposition.

 

 

Developmental

• Develop team through continuous training and certification thereby building capabilities, with specific focus on new lines of business (FL, cloud, IOT etc.)

 

 

    3.Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)

• 15+ years of experience in leading a customer service team with exposure to managing service architecture for Enterprise customers.
• Experience in managing CS partners such as call centre vendors, back office operations for a reputed organization
• Proven track record in winning in the market place, with adequate B2B experience.

 

Technical / professional qualifications:

 

Desired Competencies/ Skills

• Powerful influencing/ negotiation skills, effective relationship management skills and proven ability to function within a matrix organization
• Experience in handling CS in a B2B environment
• Experience in handling FL Service Support

 

Educational Qualifications

• University Degree in Business/ MBA along with technical qualifications, or equivalent qualification

 

     4.Key Performance Indicators (Max 5)

1. Drive Customer First agenda  -  RNPS and TNPS  Scores
2. Leverage scale benefits and operating efficiencies – Reduce Cost to serve by building efficiencies in operations through FTR.
3. Drive core business by winning in our market place - Best in class matrices for leading our value proposition aided by adoption of our digital agenda.
4. Deliver big  bets for driving future growth- Launch of New Services and Products
5. Churn Management & Customer engagement

 

    5.Job purpose of Direct Reports & Dotted Reports

Direct Reports :

Area Service Manager

Technical service management lead

Fulfilment, Key Projects & Operations Manager

 

 

 

 

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

Experience Level

Executive Level