General Manager - Prepaid Process and Delivery

GM - Prepaid Process & Delivery

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

GM - Prepaid Process & Delivery

Job Level/ Designation

M3/ General Manager

Function / Department

Customer Service

Location

Mumbai

Job Purpose

Responsible for driving process excellence through design & reengineering, transformation of CRM/ Prepaid CLCM IT applications to create effortless service experience and differentiation. Also controlling Port outs through digital and non-digital retention interventions and thereby contribute to subscriber net additions and revenue protection.

Key Result Areas/Accountabilities

1. Anchor process design, re-engineering and standardization through design thinking approach (customer journey and empathy maps, customer sentiment analysis etc)
2.  Identify and get required CRM & Prepaid CLCM applications system enhancements developed and deployed

3. Spearhead CXX initiatives and programs to deliver effortless customer experience through simplification and digitization

4. Judiciously spend the allocated IT budget (approx.50-60 man-months i.e. ~1.5cr per quarter)
5. Drive prepaid retention through digital and non-digital interventions such as OBCC campaign, humanoid BOT, AI avatar and other conventional mediums.

 

Core Competencies, Knowledge, Experience

1.    People management and leadership skills 
2.    Experience in process design and understanding of systems

3.    Ability to influence & drive cross functional projects
4.    Good knowledge of digital tools such as Gen AI, Agentic AI etc

Must have technical / professional qualifications

Graduation/Post Graduation/MBA with good experience in various Customer Service roles

 

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

Experience Level

Senior Level