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.RoleCluster Lead - Key projects & OperationsJob Level/ DesignationM2Function / DepartmentEnterpriseLocationGujarat
Job Purpose
Managing and delivering on the performance metrics for Acquisition, On Boarding and Service Support functions yielding higher RNPS, Improved CXX, Cost optimization and reduced Complaints and Calls/sub.Key Result Areas/Accountabilities
Service Performance & Operations Support for EBO
- Process Management/Cost to Serve-
- Waiver Reduction and waiver governance
- Contacts per sub
- IOIP CC Performance
- Circle touch point and customer digital adoption and usage
- Ensure all customer/ account activity is implemented in consultation/ with approval of corporate team
- End to end process mapping and administration of all New Corporate acquisitions
- Inter department synergy and interlocks to reduce process errors and repeat.
- SPOC for Circle/Operation support for EBO
- Volume Reduction @ EBO
- Monthly Interlocks and reviews
- Responsible to Communicate/share all the circle updates with EBO
- Auth Sign and RM details to be updated in CRM
- Deal master to be updated periodically
- IOIP/COCP TNPS (LTR, FTF, ASAT)
- Ensure timely furnishing of approvals for transactions
- Ensure timely payments updation
- On Boarding /NPS & C-Sat
- Compliance to all On Boarding process norms resulting in reduction in Calls & complaints.
- Service Partner Management
- Recruitment , training and Certification of agents, ensuring optimum manning
- Scripting, Agent Verbiage and awareness of Deals
- Compliance to Quality Audits
- Process Management
- Ensuring that the Process TAT Norms are being adhered to and compliant to Statutory and Regulatory body guidelines
- VBS RNPS
- VGE NPS (in line with Regional NPS) = > Actuals achieved last FY (monthly)
- NC & SME NPS = NPS leadership with +2 Pts over nearest competitor (quarterly)
- CXX projects delivered with the agreed KPI’s
- IOIP TNPS (LTR, FTF, ASAT)
- Support Operations
- End to end resolution of Complaints and close looping with Customer within TAT
- Smooth and Error Free Deal Migrations
- Resource planning , ensuring regular updates and refreshers on deals and price plans
- Audits on Enterprise base to ensure Uniformity in Corp plan , code and deal mapping
- Priority resolution of Customer Complaints emanating out of the customer engagement activities
- Self Service Penetration & Up Sell
- Process Improvement and Service Initiatives
- Agreed Service Initiatives on Cost reduction / Service Improvement / Efficiency Improvement / Self Service Usage
- Automation / Process Improvements / Audits
- Reporting & Analytics, Budgeting & Planning
- Implementation of Central Initiatives & New Products
- Training & Capability Programs for Converged Service offerings for Self to be ‘Service Ready’
- Streamlining of processes with key stake holders, like corporate assist, Activation team, C&C, Networks & other customer impacting teams within the system.
- Rolling out of the set defined processes post approval & sign off from respective stake holders & 100% Implementation.
- Post implementation, be involved in conducting required set audits for processes rolled out, to demonstrate implementation success & performance trending.
Key performance indicators
- Cost to serve via automation adoption
- Waiver Reduction
- Volume Reduction @ EBO
- TAT for EBO transactions with circle dependency
Core Competencies, Knowledge, Experience
- Experience in similar CS Operations role
- Ability to work successfully in a matrix organisation, influence corporate and circle stakeholders
- Proven track record in meeting Operational targets
- Strong analytical skills
Must Have 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 CS Operations in a B2B environment
Educational Qualifications
- University Degree in Business
Vodafone Idea Limited
(formerly Idea Cellular Limited)An Aditya Birla Group & Vodafone partnership
